Call Center Agent, Cebu

Key Responsibilities:

• Handle inbound and/or outbound customer interactions via phone, chat, and email.
• Address product or service inquiries, resolve concerns, and provide appropriate solutions in a timely manner.
• Document customer interactions accurately using internal systems and tools.
• Meet performance targets including quality metrics, productivity, attendance, and customer satisfaction.
• Follow process guidelines and maintain compliance with client policies, data security, and service level agreements.
• Escalate complex issues to supervisors or support teams when necessary.
• Provide feedback to improve processes, enhance customer experience, and support business improvement initiatives.
• Participate in training, coaching, and upskilling sessions as required.

Qualifications:

• Completed at least 2 years in college or a bachelors degree (educational requirement may vary by account).
• Preferably with previous BPO or customer service experience, but open to fresh graduates depending on the account.
• Strong communication and active listening skills.