Call Center Agent

4 weeks ago

Angeles, Philippines StackPH Full time

Job Description

Location: On-site - Mandaue City, Cebu. Employment Type: Full-Time. Work Schedule: Shifting Schedule. Education requirement: High/Senior High School (No Experience Required).

Overview

Job Title: Customer Service Representatives - virtual Process. Location: Mandaue City Cebu.

We are looking for a dependable and tech-savvy Customer Service Representative (CSR) to join our virtual support team. This role involves providing high-quality service through digital channels in a fully remote work environment. You will resolve customer issues, provide information, and ensure customer satisfaction using a standardized virtual service process.

Responsibilities
  • Handle incoming customer inquiries via email, live chat, phone, or messaging apps in a remote setting.
  • Follow a structured virtual customer service process to respond, resolve, and document issues.
  • Utilize company platforms such as CRM, ticketing systems, knowledge base, and communication tools to manage cases.
  • Maintain accurate, real-time documentation of all interactions in the system.
  • Escalate unresolved issues to appropriate virtual support levels or departments.
  • Meet remote performance metrics including response time, resolution rate, and CSAT.
  • Attend virtual team meetings, training sessions, and coaching calls as required.
  • Adhere to data privacy, remote work, and customer service policies.
Requirements
  • Previous experience in a customer service or virtual support role (preferred).
  • Strong communication skills — written and verbal.
  • Proficiency with virtual tools (e.g., Zendesk, Intercom, Salesforce, Zoom, Slack).
  • High-speed internet and a quiet, distraction-free home workspace.
  • Ability to multitask across platforms and handle a digital workflow independently.
  • Willingness to work flexible hours, including weekends or evenings if needed.
Preferred Qualifications
  • At least High School grad or College grad or undergrad.
  • BPO experience is not required.
  • Must be proficient in English.
  • Paid training and development
  • Performance-based incentives
Qualifications
  • High school grad or college grad, college undergraduate.
  • BPO experience not required but an advantage.
Availability & Schedule
  • Willingness to work flexible shifts, including nights, weekends, and holidays.
  • Rotating schedules or fixed shifts depending on operational needs.
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