Call Center Representative, Davao del Sur

The Tier 2 Call Taker plays a critical role in managing escalated customer inquiries, troubleshooting service-related issues, and assisting with appointment scheduling for home services. This role requires excellent communication, problem-solving, and organizational skills to ensure customer satisfaction and operational efficiency.

Escalated Call Handling

• Manage complex customer inquiries and resolve escalated issues from Tier 1 agents.
• Provide advanced troubleshooting for home service concerns and scheduling conflicts.
• De-escalate situations and offer effective solutions to ensure customer retention.

Appointment Setting & Scheduling

• Assist customers in scheduling, rescheduling, or canceling appointments based on availability.
• Work closely with dispatch teams to optimize technician schedules and minimize downtime.
• Verify customer details, service requirements, and technician availability to ensure smooth service delivery.

Support & Coordination

• Guide Tier 1 agents by providing insights, solutions, and best practices for handling customer concerns.
• Coordinate with field technicians and service teams to resolve scheduling or service issues.
• Document all customer interactions and updates in the CRM system accurately.

Quality Assurance & Process Improvement

• Identify recurring issues and provide feedback to improve service efficiency.
• Ensure all communications align with company policies and customer service standards.
• Participate in ongoing training sessions to stay updated on service offerings and process changes.