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Position Description:
As a Junior Call Center agent, you play a crucial role in our operations. Your primary function is to receive customer calls and deliver exceptional customer service by addressing their queries and concerns. Your role is vital in documenting all customer interactions and ensuring quality service delivery in line with our guidelines and key performance indicators.
Your future duties and responsibilities:
• Answers customer calls and addresses issues/concerns.
• Provides accurate and completed needed/requested information following call flows and processes.
• Communicates appropriate options to provide timely resolution
• Documents/Logs all customer interactions following the quality standard
• Coordinates with a higher level of support for out-of-scope type concerns
Required qualifications to be successful in this role:
• At least Senior High School Graduate (K-12) or College Undergrad
• Customer Service/Contact Center Training and Certification is an advantage but not a requirement
• Fresh Graduates or New to the BPO Industry are welcome to apply
• Ability to engage in English conversations.
• Actively listens, shows empathy, and always maintains professionalism.
• Guides customer interactions per the Company and Client's service strategy and policies.
• Capable of clearly and cohesively documenting relevant call details, adhering to quality standards.
• Able to follow call flows, directives, and processes.
• Proficient in typing and keyboarding.
• Possesses primary computer and internet literacy.
Other Expectations
• Amenable to working % onsite.
• Amenable to work on a graveyard and shifting schedule
• Proactive and has a customer service-oriented mindset
• Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies with rest day schedules; adheres to leaves filing policy outlined by the engagement/company
• Quality Compliance: Follows all quality standards following the engagement/company policies; • Ensures all quality deficiencies are corrected promptly for activities in their function
• Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism
• Can work under pressure
• Must be flexible with the ability to adapt to changes quickly.
• At our company, we value continuous learning and growth. We are committed to providing the necessary support and resources to enhance your skills and knowledge. We encourage a proactive and customer service-oriented mindset, are receptive to feedback, and are always open to learning.
Skills:
