A Call Center CSR is responsible for handling inbound and outbound calls, assisting customers with inquiries, providing information about products or services, resolving complaints, and ensuring customer satisfaction. They act as the first point of contact for customers and represent the company professionally.

Key Responsibilities:

Customer Support

• Answer inbound calls promptly and professionally.
• Make outbound calls when required (follow-ups, surveys, reminders).
• Respond to customer inquiries regarding products, services, billing, or account information.
• Resolve customer complaints and issues efficiently, escalating when necessary.
• Provide accurate and timely information to customers.

Communication & Problem-Solving

• Listen actively to understand customer needs and concerns.
• Offer solutions and alternatives that meet customer expectations.
• Document customer interactions in the system accurately.
• Maintain a polite, positive, and professional attitude at all times.

Performance & Teamwork

• Meet or exceed call handling quotas, service levels, and customer satisfaction targets.
• Collaborate with team members to improve processes and share knowledge.
• Participate in training sessions to stay updated on products, services, and policies.
• Adhere to company policies, compliance regulations, and quality standards.

Minimum Qualifications:

• senior high school graduate
• college graduate
• with or without bpo experience (open for 0-12 months bpo)
• no pending application to concentrix or convergys
• with equipment for online process
• online process for 1 day process