Telemarketing Customer Service Representative

1 day ago

Ortigas Metro Manila, Philippines Private Advertiser Full time ₱800,000 - ₱1,200,000 per year

The Telemarketing Customer Service Representative is a frontline role that blends outbound/inbound calling to generate and qualify leads, support existing customers, and deliver exceptional customer experiences.

Key Responsibilities

  • Telemarketing & Lead Generation
  • Make outbound calls to warm/cold leads to introduce products/services.
  • Qualify prospects using discovery questions and maintain accurate records in the CRM.
  • Schedule qualified appointments for sales team and follow up as needed.
  • Meet or exceed daily and weekly activity targets (calls made, conversations, appointments.
  • Customer Service & Support
  • Answer inbound calls and respond to emails/chats with professionalism and empathy.
  • Resolve customer inquiries, troubleshoot basic issues, and provide clear solutions.
  • Document interactions and escalate complex problems to appropriate teams.
  • Maintain knowledge base and provide feedback to improve self-service resources.
  • Product & Service Knowledge
  • Develop a solid understanding of products/services, pricing, and promotions.
  • Stay informed about updates to offerings and messaging.
  • Data & Process
  • Update CRM with call notes, contact information, and lead status.
  • Generate reports on activities, outcomes, and customer feedback.
  • Collaborate with Sales, Marketing, and Support teams to optimize processes.
  • Customer Experience
  • Ensure a positive, can-do attitude in every interaction.
  • Upsell or cross-sell where appropriate and approved by policy.
  • Collect and relay customer feedback for product/service improvements.

Qualifications

  • 1–3 years of experience in telemarketing, inside sales, call center, or customer service.
  • Excellent verbal communication and active listening skills.
  • Strong phone presence with the ability to engage and persuade.
  • Basic sales skills: qualifying leads, overcoming objections, closing skills (when appropriate).
  • Proficiency with CRM software (e.g., HubSpot, Salesforce) and contact center tools (IVR, ticketing systems).
  • Basic computer literacy: MS Office/Google Workspace, email etiquette.
  • Customer-centric mindset with problem-solving and multitasking abilities.
  • Data-driven approach: comfortable using metrics (calls, talk time, conversion rates).

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