HelpDesk Call Center Agent

Exasoft Zentact Solutions Philippines Corporation; Metro Manila; On-site; PHP 335,000 - 502,000; Full time

Job summary

Exasoft Zentact Solutions Philippines Corporation is seeking a Crisis Help Desk Call Center Agent in Eastwood, Quezon City, Metro Manila. The role involves handling crisis-related inbound calls, assessing urgency, and following crisis protocols with empathy and professionalism.

Shifts are rotating to cover 24/7 operations. Ideal candidates have 2.5 to 5 years of experience in call center or similar settings and strong communication skills.

Qualifications

• Bachelor's degree or relevant post-secondary education is an advantage.
• Experience in a call center, customer service, help desk, or similar environment is preferred.
• Excellent verbal communication and active listening skills.
• Strong customer service orientation with empathy while maintaining professional boundaries.

Responsibilities

• Handle inbound calls related to crises, emergencies, and safety concerns.
• Communicate professionally and empathetically while actively listening to callers.
• Assess call urgency and follow scripts and crisis response protocols.
• Provide accurate information and guidance within role scope.
• Escalate critical or life-threatening situations to emergency services or response teams.
• Keep callers engaged until assistance is initiated per protocol.
• Avoid providing unauthorized medical, legal, or psychological advice.
• Document calls, incidents, actions, and escalations in the CRM system.
• Maintain clear case records and ensure proper handovers for follow-up.
• Follow escalation protocols for critical/high-risk situations.
• Coordinate with supervisors, emergency services, and support teams.
• Maintain updated crisis resources and timely communication with stakeholders.
• Follow SOPs, ensure caller confidentiality and data security, participate in quality monitoring.

Skills

Verbal communication

Active listening

Empathy

Customer service

Crisis response

Education

Bachelor's degree

Tools

CRM software

Job description

Job Title: Crisis Help Desk Call Center Agent

Location: Eastwood, Quezon City, Metro Manila

Experience: 2.5 years to 5 Years

Shift: rotating shifts- supporting - 24/7

Qualifications

• Bachelor's degree or relevant post-secondary education is an advantage.

• Previous experience in a call center, customer service, help desk, emergency hotline, healthcare support, employee assistance, or similar environment is preferred.

• Excellent verbal communication and active listening skills.

• Strong customer service orientation with the ability to demonstrate empathy while maintaining professional boundaries.

Key Responsibilities

Call Handling and Crisis Support

• Handle inbound calls related to crises, emergencies, and safety concerns.

• Communicate professionally and empathetically while actively listening to callers.

• Assess call urgency and follow established scripts and crisis response protocols.

• Provide accurate information and guidance within the role's scope.

• Escalate critical or life-threatening situations to appropriate emergency services or response teams.

• Keep callers engaged until assistance is initiated, as required by protocol.

• Avoid providing unauthorized medical, legal, or psychological advice.

Incident Documentation and Case Management

• Document calls, incidents, actions, and escalations accurately in the CRM system.

• Maintain clear case records and ensure proper handovers for follow-up.

Escalation and Coordination

• Follow escalation protocols for critical and high-risk situations.

• Coordinate with supervisors, emergency services, and relevant support teams.

• Maintain updated crisis resources and ensure timely communication with stakeholders.

Quality, Compliance, and Confidentiality

• Follow call handling procedures, SOPs, and SLAs.

• Maintain caller confidentiality and data security.

• Participate in quality monitoring, coaching, and calibration.

• Complete mandatory training and refresher courses.

• Report procedural, safety, and compliance concerns promptly.