Call Centre Agent

Call Centre Agent (English & German Speaking)

Details:

Start Date: November

Working Arrangement: Permanent

Work Setup: 5 days per week onsite, including weekends and overnight shifts

Location: Manila

Who we are:

Strata Results is a leading IT and Process Consultancy with over 20 years of experience delivering complex transformation programs across Australia and Asia. We partner with global brands to optimise processes, implement enterprise technology solutions, and provide high-impact managed services that align people, systems, and purpose.

As part of our continued growth in the Philippines, we are expanding our Customer Experience team to deliver multilingual support for one of Europe's most recognised retail brands. This is an exciting opportunity to join a dynamic, client-focused team supporting millions of customers across English- and German-speaking markets.

Role Overview

We are seeking an enthusiastic and professional Call Centre Agent (English & German Speaking) to join our Customer Experience team in Manila. In this role, you will provide inbound phone support for a major European retail brand, resolving customer enquiries, troubleshooting issues, and delivering exceptional service in both English and German.

You will work full-time onsite from our Makati office, on a rotating roster that includes weekends and overnight shifts, to align with European and US time zones. This position is ideal for someone who thrives in a fast-paced environment, is passionate about helping customers, and enjoys working in a collaborative, team-oriented setting.

Key Responsibilities

· Handle inbound calls from customers in English and German, providing accurate information and first-line support for products, orders, returns, and general enquiries.

· Log all customer interactions and outcomes in the client's CRM or ticketing system with a high level of accuracy and attention to detail.

· Follow call handling procedures, scripts, and escalation paths to ensure consistent, brand-aligned service delivery.

· Troubleshoot customer issues effectively and escalate complex queries to second-line support or client teams as required.

· Contribute to service level targets (e.g. average handling time, first contact resolution, service level adherence) and quality KPIs.

· Stay up to date with product updates, promotions, and process changes to deliver accurate and relevant information.

· Participate in regular coaching sessions, QA reviews, and training updates to continuously improve performance and customer satisfaction.

· Support continuous improvement by identifying recurring issues and sharing feedback with team leads and process owners.

Qualifications & Experience

Essential:

· Proven experience in a customer service, call centre, or help desk environment (minimum 1 year).

· Excellent verbal and written communication skills in English and German (B2 level or above in both languages).

· Strong active listening and problem-solving skills, with a customer-centric approach.

· Comfortable working in rotating shifts, including overnight and weekend schedules.

· Competence in using CRM, ticketing, or call-handling systems (e.g. Zendesk, Salesforce, Freshdesk, etc.).

· Strong attention to detail and ability to follow structured processes and scripts.

Desirable:

· Experience supporting customers in the retail or e-commerce sector.

· Familiarity with European customer service expectations and cultural nuances.

· Exposure to omnichannel support environments (voice, chat, email).

What We Offer

· Competitive salary and allowances commensurate with experience and language skills.

· Comprehensive training on brand, products, and systems.

· Career growth opportunities within Strata Results' expanding Philippines operations.

· A collaborative and supportive team culture focused on excellence and continuous improvement.

· Work with a globally recognised brand from our modern Makati City office.