Job Summary:
We are looking for dedicated and customer-focused Contact Center Agents to join our growing team. The role will primarily involve handling customer inquiries via chat, email, and other non-voice platforms. A background in voice support and 12 years of BPO experience is a strong advantage. This is an on-site position ideal for those who thrive in a collaborative and fast-paced environment.
Key Responsibilities:
- Assist customers with product/service questions, troubleshooting, order updates, and general concerns.
- Document customer interactions and update internal systems with accurate information. Escalate unresolved issues to appropriate departments or supervisors as needed.
- Meet individual and team performance metrics such as response time, resolution rate, customer satisfaction, etc.
- Adhere to internal processes, service guidelines, and quality standards.
Qualifications:
- At least 12 years of BPO or customer service experience (non-voice or voice).
- Experienced to handle B2B cases or partnership
- Able to work in shifts 24/7
- Able to work from the office and Familiar with customer care CRM, i.e. Zendesk, Zoho Desk, Sales Force
- Strong written communication skills and attention to detail.
- Experience in chat or email support platforms is a plus.
- Background in voice support is an advantage but not required.
- Willing to work on-site and on shifting schedules, including weekends and holidays.
- Positive attitude, professionalism, and a customer-first mindset.
