Call Center Agent (Healthcare) - Quezon City

• 20%-night differential
• HMO coverage for employees upon Day 1 and HMO dependent upon certification
• Life and Accident Insurance
• Annual increase based on performance
• 13th and 14th-month pay

• Handling Calls: Responding to incoming calls from customers or clients, providing assistance, support, and information. This includes addressing inquiries, resolving issues, and processing requests. Initiating outgoing calls, if necessary, for various purposes such as sales, follow-ups, surveys, or appointment scheduling.
• Customer Support: Delivering exceptional customer service by actively listening to customer concerns, empathizing with their situations, and offering appropriate solutions or guidance.
• Troubleshooting and Problem Resolution: Identifying and analyzing customer issues or complaints, and working diligently to resolve them. This may involve troubleshooting technical problems, coordinating with other departments, or escalating complex issues.
• Product/Service Knowledge: Acquiring in-depth knowledge of the company's products, services, features, and policies to effectively address customer inquiries and provide accurate information.
• Documentation and Record-Keeping: Maintaining detailed and accurate records of customer interactions, including call logs, notes, and relevant information in the company's CRM or other designated systems.
• Processing Transactions: Assisting customers with placing orders, processing payments, issuing refunds, or making account changes according to established procedures and guidelines.
• Multitasking and Time Management: Managing multiple calls simultaneously, efficiently handling call volume, and meeting performance metrics (e.g., average handling time, call quality, customer satisfaction).
• Adhering to Scripts and Guidelines: Following predefined scripts, guidelines, and standard operating procedures to ensure consistency in customer interactions and compliance with company policies.
• Continuous Learning and Improvement: Participating in ongoing training sessions, workshops, or coaching programs to enhance skills, stay updated on product knowledge, and improve customer service techniques.
• Team Collaboration: Collaborating with team members, supervisors, and other departments to share knowledge, seek assistance when needed, and contribute to a positive and collaborative work environment.
• Meeting Targets and Goals: Working towards achieving individual and team performance targets, such as call resolution rate, customer satisfaction scores, sales quotas, or other key performance indicators (KPIs).
• Adapting to Technology: Utilizing call center software, customer management systems, and other tools effectively to handle calls, access customer information, and update records accurately.
• Maintaining Professionalism: Demonstrating professionalism, patience, and a positive attitude in all customer interactions, even in challenging situations

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