BPO - Inbound & Outbound Customer Experience Specialist (Hybrid Setup)

Are you a customer service superstar who thrives on helping others and excels at connecting with people? Do you have a knack for smooth, professional conversations that leave a positive impact? If so, we want to meet you As an offshore call center agent, you'll be the friendly voice connecting with customers and managing interactions in Salesforce. Working Eastern Time hours, you'll deliver top-notch services that make a real difference. As you excel in outbound calls, you'll start managing inbound calls and handling data entry. All of this while working remotely Ready to be the customer's favorite agent? Apply today How You Spend Your Eight Hours Master the client's business systems, technology, workflows, and standard operating procedures. Provide first-level customer support through inbound/outbound calls, connecting with potential customers who have expressed interest in the client's painting services. Assess customer needs during each call, offering detailed information about services available in their region and scheduling free estimate appointments to convert inquiries into booked appointments. Record and manage customer interactions accurately using Salesforce and, when necessary, Hatch, ensuring every call is dispositioned and all follow-up actions are appropriately tasked. Execute data entry tasks, such as creating leads in Salesforce from email or other channels, updating cadence steps, and handling related responsibilities. Address common customer issues and complaints, creating cases when needed and escalating complex inquiries to management as required. Use rebuttal scripts and strategies to overcome objections, answer frequently asked questions, and increase booked estimate appointments. Maintain a positive, empathetic, and professional demeanor in all interactions with customers or field representatives while upholding the client's brand voice and values. Collaborate closely with the onshore team to share best practices and utilize data-driven insights to enhance service delivery. Take on additional responsibilities as you master inbound/outbound calling and data entry tasks. What You Must Possess Proven experience in customer service, ideally in a call center setting, with a strong customer-centric and empathetic approach. Adaptability and professionalism in interacting with a variety of customer personalities. Exceptional verbal and written communication skills in English. Naturalized or Near Native American Accent. Strong multi-tasking abilities, detail orientation, time management, and problem-solving skills. 1-3 years of customer service experience. Experience in handling US voice accounts. Proficiency in Salesforce or similar CRM systems. Experience in the home services industry (a plus). Ability to work Eastern Time Zone hours. What You Shall Receive HMO coverage with two free dependents upon regularization VL/SL credits upon regularization Friendly and supportive work culture 13th-month pay and other Philippine-government-mandated benefits Non-taxable allowances Pay increases, performance bonuses, birthday gifts, and many more What You Should Consider Full-time position Hybrid work setup with on-site training Monday to Friday, 9 AM - 8 PM EST (possible extension until 10 PM EST) Office Address: 7th Floor, Block 2, Lot 5, Aseana City, Parañaque, 1700 Metro Manila Why Join Our Company You look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.