Call Center Representative

Job Title: Call Centre Representative

Company: GOTEAM

Location and Workplace: Onsite, IT Park Cebu City

Shift Schedule: Day Shift

Salary: up to P35K

Summary: Call Centre Representative serves as the first point of contact for customers, handling inbound and outbound calls, and is responsible for delivering exceptional service while resolving inquiries efficiently and meeting service level agreements (SLAs).

About the Job

Key Duties:

• Represent the organization's purpose and values in every customer interaction to deliver on service promises.

• Respond to all inbound and outbound customer calls within SLA timeframes, exceeding expectations and resolving inquiries efficiently.

• Manage customer service cases raised via email from start to resolution.

• Review, triage, and escalate cases to relevant departments.

• Accurately update job bookings and customer information during or immediately after calls.

• Maintain a high standard of data entry for accuracy in operations and reporting.

• Consistently achieve team KPIs by actioning daily call queues, tasks, and follow-ups.

• Adhere to all company processes, scripts, and policies.

• Actively participate in team huddles and meetings to contribute to a positive team environment.

• Help cultivate a culture of excellence where customer service is prioritized.

Stakeholders:

• Reports to the Customer Experience Manager and collaborates with key service staff within the Customer Experience team.

Skills and Experience

Essential Skills:

• Solid understanding of industry-related services, products, and best practices.

• Proficient in using software applications such as Google Workspace, CRM platforms (e.g., Salesforce), and job management systems.

• Strong knowledge of customer service procedures for effectively handling client concerns and complaints.

Qualifications:

• Experience in inbound and outbound phone-based service environments.

• Demonstrated ability to support a high volume of customers using case management prioritization.

• Experience in a fast-paced service environment.

Your Benefits:

• We don't just give you a laptop; we give you an extra monitor—because two screens are better than one.

• You'll get HMO coverage from day one—not just for you, but also for a dependent (yup, private room benefits included).

• Ever needed legal or financial advice? Well, now you and your family can access it—on us.

• Salary finance platform for personal loans, because we're here to help you, even with the tough stuff.

• P1,000,000 life insurance coverage—because we've got your back.

• Leave credits above industry standards, including additional client-specific leave entitlements.

• The little things? We've got you covered: welcome gift, monthly lunch with CEO updates, talent nights, gratitude celebrations, and more.

• And yes, how does a trip for two to Bali sound? Referral bonuses can take you there.

About Us

Company Name: GOTEAM

Achievements:

• Consistently raising the bar in employee engagement with an 85% score—leaving the global average of 23%, the US average of 33%, and best practice organizations at 70% in the dust.

• Certified as a Great Place to Work for four years running—when you're great, you just keep proving it.

• Over 1,000 employees strong, with no plans to hit the brakes anytime soon.

Culture:

At GOTEAM, innovation isn't just part of the job—it's the job. We celebrate diversity, thrive on global perspectives, and create an environment where personal and professional growth isn't a perk—it's the norm.

Mission:

Our mission is bold and simple: provide 100,000 people with free AI certification through the Vjal Institute, fueling the future of innovation.

Location:

#LI-DNI

Headquartered in the Philippines, with ambitious plans to expand globally by 2025.