Customer Support

6 days ago

Cebu City, Central Visayas, Philippines ContactPoint360 Full time ₱150,000 - ₱250,000 per year

Join our CP360 Family, today

From Maple Leaf to Cebu: Proudly Cebuano, Uniquely Canadian

Join Our Canadian-Inspired Team in Cebu: Embrace Excellence Together

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people.We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients' customers into loyal advocates for life.

Check out our YouTube video:

Position Overview:

The role involves handling inbound and outbound customer calls, following provided scripts, gathering customer information into the CRM system, and assisting with both sales prequalification and after-sales support.

Strong English communication skills (spoken and written) are essential for this position. While prior HVAC industry experience is a plus, it is not required, as full training and scripts will be provided.

Key Responsibilities:

  • Handle inbound and outbound customer calls professionally using provided scripts.
  • Prequalify sales leads by asking guided questions and collecting necessary details (customer information, property details, requirements).
  • Support after-sales inquiries by guiding customers through troubleshooting steps and recording details in the CRM system.
  • Escalate or transfer calls to the appropriate team (scheduling, accounts, or service) as needed.
  • Maintain accurate records of customer interactions in the CRM.
  • Deliver customer service in a professional and empathetic manner.

Key Requirements:

  • Excellent English communication skills (speaking and writing).
  • Strong interpersonal and active listening skills.
  • Ability to follow structured scripts and processes.
  • Computer literate with basic CRM or data entry experience.
  • Detail-oriented with strong organizational skills.
  • Critical thinking and problem-solving skills.
  • Previous customer service or sales experience preferred.
  • HVAC knowledge or background is an advantage but not mandatory.

Preferred Skills:

  • Confidence in handling both presales and service-related calls.
  • Ability to quickly adapt and learn new systems, tools, and flowcharts.
  • Strong judgment in assessing customer needs and prioritizing next steps.
  • Professional, customer-oriented demeanor.

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