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We Are Hiring:

Customer Service Team Leader

We are looking for a qualified Customer Service Team Leader to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis.

The Team Leader will be the contact point for all team members, so communication skills should be excellent. The TL should also be able to act proactively to ensure smooth team operations and effective collaboration.

Ultimately, the Team Leader should lead by setting a good example and engage the team to achieve goals.

Job Responsibilities:

  • Create an inspiring team environment with an open communication culture
  • Set clear team goals on a daily, weekly and monthly basis
  • Delegate tasks and set deadlines on a team level
  • Oversee day-to-day operation on a team level
  • Monitor agents performance and report on metrics
  • Conduct training to agents for new products and services
  • Facilitate skill transfer sessions to agents on skills needed for the job
  • Schedule and provide coaching sessions to agents to discuss strengths and opportunities observed in a call, chat or email
  • Create, Implement and Follow-through an action plan for improvement
  • Assign agents to different service queues, as needed
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • Encourage creativity and risk-taking
  • Suggest and organize team building activities
  • Conduct accountability sessions for low performance and create improvement plan
  • Issue disciplinary action to address behavioral gap, if needed
  • Reports to the Operations Manager

Requirements:

  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of performance metrics
  • Good PC skills
  • Can manage agents on multiple skills and companies
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills
  • Degree in Management or training in team leading is a plus
  • Able and willing to Work at Site – West Trade Center, West Ave., Quezon City

We Are Hiring:

System Administrator

We are looking for a responsible System Administrator to organize our company’s main system in Operations. This role will be essential in building an effective workflow system for every service channel that will need to be created (Phone Queue, Chat Queue, Email Queue and Social Media Queue) to support a business client’s customer service needs. The System Admin will be reporting directly to the Operations Manager.

The System Admin should be highly organized and able to multitask with ease. Our ideal candidate should have experience on designing or maintaining a workflow system in a Contact Center environment. The System Admin should also be analytical and ‘tech savvy’ to be able to identify and troubleshoot issues within the main system. The System Admin should also have good communication and presentation skills (verbal and written) to be able to discuss and explain the workflow process created.

Ultimately, a successful System Administrator should be able to ensure our workflow procedures run smoothly.

Job Responsibilities:

  • Gather essential data and creates workflow system that will meet client’s expectation
  • Create Contact Center queues (Phone, Chat, Email, Social Media) for different companies
  • Conduct tests on all queues to ensure its working properly
  • Maintain internal database of customers and client partners
  • Prepare regular reports and presentations on the activities within the system
  • Handle queries from agents and support on any issues in the system
  • Report any issues or irregularities in the system to the Operations Manager
  • Escalate any unknown issue to the system’s developer for resolution
  • Make changes in the system as approved by the Operations Manager

Requirements:

  • Proven experience as a System Administrator, or relevant role
  • Quick learner and dependable
  • Can work under pressure and minimal supervision
  • Knowledge of Call Center policies and procedures (preferred but not required)
  • Excellent organizational and time-management skills
  • Strong written and verbal communication skills
  • Problem-solving attitude with an eye for detail
  • College Graduate of any IT/Programming/Computer course (preferred but not required)
  • Knowledge on 8x8 Virtual Contact Center is a PLUS++
  • Able and willing to Work at Site – West Trade Center, West Ave., Quezon City

We Are Hiring:

Customer Service Representatives

We are hiring Customer Service Representatives who will support customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features. 

The Customer Service Representative will handle inbound transactions – calls, chats, social media and email.

The Customer Service Representative will support multiple companies at the same time.

Job Responsibilities:

  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries.
  • Communicating with customers through various channels (calls, chats, email, social media)
  • Acknowledging and resolving customer complaints.
  • Knowing client’s products inside and out so that you can answer questions.
  • Processing orders (if needed), forms, applications, and requests.
  • Keeping records of customer interactions, transactions, comments and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.

Customer Service Representative Qualifications / Skills:

  • Customer service
  • Product knowledge
  • Quality focus
  • Problem solving
  • Documentation skills
  • Phone skills
  • Typing skills
  • Listening
  • Resolving conflict
  • Analyzing information
  • Multi-tasking

Education and Experience Requirements:

  • University/College degree is an asset
  • Familiarity with office software and phone systems a plus
  • Previous experience, especially in particular industry, preferred
  • Able and willing to Work at Site – West Trade Center, West Ave., Quezon City
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