Voice Support Trainee: Customer Care & Orders

HCL Technologies Limited; Taguig; On-site; PHP 360,000 - 480,000; Full time

Job summary

Office Depot Philippines seeks a customer support specialist to assist customers with order concerns, ecommerce and loyalty queries, order tracking, and general inquiries.

You will verify information, securely handle credit card data, and coordinate deliveries while maintaining KPIs through clear communication with customers and internal teams.

Qualifications

• 1-2 years of experience in call center environment.
• Knowledge of VOC metrics and quality standards.
• Excellent interpersonal skills.
• Excels at operating in a fast pace, community environment.

Responsibilities

• Responds to telephone inquiries and complaints using standard scripts and procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company guidelines allow.
• Minimize call escalation through effective communication and knowledge of company’s policies and procedures.

Skills

Call center

Customer service

Communication

VOC metrics

Interpersonal skills

Job description

Requisition ID175014-Posted10/05/2026

The position is responsible in providing assistance to Office Depot customers with their order concerns, ecommerce and loyalty related calls, tracking of order, complaints, and general inquiries. Some of the duties involve strict verification process, collecting of customer’s credit card information, and scheduling deliveries. This role requires good communication skills and strong comprehension to be able to deliver high customer satisfaction required by the client through its established KPIs.

Key Responsibilities

Responds to telephone inquiries and complaints using standard scripts and
procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company
guidelines allow.
• Minimize call escalation through effective communication and knowledge of
company’s policies and procedures.

Skill Requirements

The minimum experience requirements are:
• 1-2 years of experience in call center environment (preferred)
• Knowledge of VOC metrics and quality standards (preferred).
• Excellent interpersonal skills. (preferred)
• Excels at operating in a fast pace, community environment (preferred)