Call Center Representative

3 weeks ago

Davao del Sur Philippines WEANSWER CALL CENTER SERVICES Full time

Job Description

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.

Employee Recognition and Rewards

Performance Bonus, Annual Appraisal, Employee of the Month Award, Employee Recognition Program, Incentives

Government Mandated Benefits Insurance Health & Wellness

HMO

The Tier 2 Call Taker performs the duties described below to support Tier 1 agents and customers.

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.
Qualifications & Responsibilities
  • Job Title: Call Center Representative
  • Educational Qualifications: Bachelor's degree required.
  • Experience Level: Less than 1 year of experience preferred.
  • Skills and Competencies: Proficient in call center operations, strong interpersonal skills, problem-solving capabilities, and familiarity with appointment setting.
  • Responsibilities and Duties: Answer customer inquiries, resolve issues, and manage appointment scheduling.
  • Working Conditions: Primarily office-based; may require evening or weekend shifts.
Qualities and Traits
  • Strong work ethic, excellent communication skills, and a customer-focused mindset.
  • Qualifications & Skills: At least 6 months of experience in a call center or customer service role, preferably in the home service industry.
  • Strong problem-solving and critical-thinking abilities.
  • Experience in appointment setting, scheduling, or dispatching is a plus.
  • Excellent verbal and written communication skills.
  • Ability to handle difficult customers and de-escalate situations effectively.
  • Familiarity with CRM software, scheduling tools, or dispatch systems is preferred.
  • Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
  • Flexibility to work shifts, including weekends and holidays, as needed.
Preferred Qualifications
  • Knowledge of home service industries (e.g., HVAC, plumbing, electrical, cleaning, pest control).
  • Experience using tools like Housecall Pro, ServiceTitan, or similar scheduling software.
Working Location

WeAnswer BPO – Where Growth Meets Stability

Safety and Compliance

Report this job if you encounter fraud. If the position requires you to work overseas, be vigilant and beware of fraud. If you encounter an employer who withholds your ID or requires you to provide a guarantee or deposits property, report it immediately.

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