Outbound Representative | Onsite | Dayshift | Urgent Hiring

iCXeed Philippines Inc.; Metro Manila; On-site; PHP 290,000 - 424,000; Full time

Job summary

iCXeed Philippines Inc. is seeking an Outbound Representative to conduct care assessments, listen actively, and guide clients through next steps. You will document details in CRM and collaborate with teams to ensure a smooth customer journey.

Ideal candidates bring 6 months of BPO experience, strong empathy, and excellent verbal communication. The role emphasizes adherence to scripts, compliance, and achieving KPIs in a fast-paced environment.

Qualifications

• Minimum of 6 months BPO experience.
• Strong active listening to identify cues and ask clarifying questions.
• Empathetic, warm, and professional communication.
• Effective call control to guide conversations and maintain focus.
• Excellent verbal communication and rapport-building skills.
• Comfortable in a KPI-driven environment.
• Highly organized with precise documentation.

Responsibilities

• Make outbound calls to the leads who have already shown interest through online inquiries (no cold calling).
• Conduct structured qualification and needs assessment based on program guidelines.
• Use active listening to understand the prospect’s situation, identify key information, and ask follow-up questions.
• Apply call control to keep conversations on track, balancing empathy with efficiency.
• Document call details accurately in CRM and follow defined processes, scripts, and compliance standards.
• Provide clear next steps and perform warm transfers to the next-level team for deeper handling.
• Deliver consistently on KPIs related to call quality, efficiency, qualification accuracy, and customer experience.
• Participate in coaching sessions, calibration, and feedback loops to continuously improve performance.

Skills

Active listening

Empathy

Verbal communication

Call control

Documentation accuracy

KPI-driven

Detail-oriented

Job description

We’re looking for a motivated and compassionate Outbound Representative to conduct structured care assessments, understand individual needs through active listening, document accurately in CRM, and guide clients to the next step. If you’re detail-oriented, performance-driven, and committed to delivering an excellent customer experience, we’d love to hear from you!

Key Responsibilities:

• Make outbound calls to the leads who have already shown interest through online inquiries (no cold calling).

• Conduct structured qualification and needs assessment based on program guidelines.

• Use active listening to understand the prospect’s situation, identify key information, and ask follow-up questions.

• Apply call control to keep conversations on track, balancing empathy with efficiency.

• Document call details accurately in CRM and follow defined processes, scripts, and compliance standards.

• Provide clear next steps and perform warm transfers to the next-level team for deeper handling.

• Deliver consistently on KPIs related to call quality, efficiency, qualification accuracy, and customer experience.

• Participate in coaching sessions, calibration, and feedback loops to continuously improve performance.

Qualifications:

• Minimum of 6 months BPO experience

• Strong active listening skills with the ability to identify cues, ask clarifying questions, and go beyond scripted conversations

• Demonstrates empathy, communicating with warmth, patience, and professionalism especially when handling sensitive or personal information

• Effective call control skills, with the ability to guide conversations, maintain focus, and manage emotional or oversharing callers professionally

• Excellent verbal communication and rapport-building skills

• Comfortable working in a KPI-driven environment

• Highly organized and detail-oriented, with accurate documentation skills

Nice-to-Have:

• Experience in outbound programs (not cold sales)

• Exposure to AU markets is a plus

• Training in communication, empathy, de-escalation, or call handling

• Experience in roles requiring both soft skills + structured process