Call center agent

Job Description

Reports to his respective Team Leader"

• Handles Both Inbound and Outbound Calls.
• Handles customer requests, complaints, billing inquiries and other related concerns with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Prepares complete and accurate work and update customer file.
• Communicates effectively with individuals /team in the program to ensure high quality and timely expedition of customer requests.
• Effectively transfers misdirected customer requests to an appropriate party.
• Demonstrates continued and consistent proficiency in most of the skill sets utilized within the Call Center based on WorldSource practices and operations.
• Communicates with customers using web -based tools and demonstrates the associated proficiency and grammar.
• May be assigned to work for another department depending on the business needs.
• May be required to work in one or multiple queues or skill sets over various customer contact channels.
• Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participates in activities designed to improve customer satisfaction and business performance.
• Needs to meet or exceed minimum client expectations.

• Ensures strict confidentiality of clients, patients, and financial records to comply with PHI, ePHI and HIPAA
• Review, acceptance, and understanding of workplace culture statement
• Responsible to comply with organization's policies and procedures, adhere to Code of Conduct
• Ensures to complete the required compliance training modules and report any observations of non-compliance
• Other duties that may be assigned

Qualifications/Requirements

Job title: Call Center Agent

• Must possess at least a Vocational Diploma / Short Course Certificate / Bachelor /

• Must be willing to work in Iloilo City
• At least 1 year of working experience in the related field is an advantage
• Effective communication skills and active listening
• Professional and has good work ethics
• Must have attention to details

Work location

ILOILO CITY (CAPITAL), ILOILO

Remarks

No additional remarks

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