Call Center Agents (Customer Care, IB/OB, Sales, Retention) | On-site

About Us:

Welcome to EastWest BPO, where we've been experiencing phenomenal growth since 2009 and we're thrilled to share our excitement for what's to come! We've expanded from a single location to four, including two domestic offices in Ortigas Pasig and San Fernando, Pampanga, as well as two international offices in Virginia and Atlantic City and we've earned over 50 loyal clients across multiple industries. And the best part? All of this growth has come from client referrals and word-of-mouth recommendations alone, without any need for marketing or advertising. We value career growth and have seen many of our employees climb the ranks.

Discover exciting possibilities that await you at EastWest BPO! Join the #EastWestBPOfamily!
View more open positions: https://www.eastwestbpo.com/jobs

Job Description:

As a Call Center Agent, you will be an integral part of our customer-focused team, responsible for handling a variety of tasks across different accounts. This role requires excellent communication skills, a customer-centric approach, and the ability to adapt to various responsibilities including Customer Care, Inbound/Outbound calls, Sales, Retention, and Collections.

Qualifications:

• 6+ months of voice call center experience
• Requires prior experience in customer service, sales, retention, and inbound/outbound calling.
• Willingness to undergo cross-training for various accounts.
  
• Flexibility to work in different shifts, including evenings and weekends.
• Customer-focused mindset with a genuine desire to help and assist customers
• Proficiency in using customer relationship management (CRM) software is an advantage
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong problem-solving and multitasking abilities
• High school diploma or equivalent; Bachelor's degree preferred

Requirements:

• On-site | San Fernando, Pampanga
• Full-time, Graveyard Shift
• 5 days a week, 2 days off, rdot when needed
• Salary for this position will depend on the candidate's level of qualifications and experience.
• For permanent position.
• Not presently employed by another company.

Responsibilities: 

*Candidates will undergo thorough cross-training to acquire skills in handling various accounts or LOBs.

• Customer Care:
  --Respond to customer inquiries, concerns, and issues with professionalism and empathy.
  --Provide accurate information and timely resolution to ensure customer satisfaction.
• Inbound/Outbound:
  --Handle inbound calls from customers seeking information or assistance.
  --Initiate outbound calls for various purposes such as follow-ups, surveys, and promotions.
• Sales:
  --Engage customers to promote and sell products or services.
  --Meet or exceed sales targets while maintaining a positive customer experience.
• Retention:
  --Implement strategies to retain existing customers.
  --Address customer concerns and proactively prevent customer churn.
• Collections:
  --Contact customers for overdue payments and negotiate payment arrangements.
  --Document all interactions and follow established collection procedures.
• Issue Resolution:
  --Investigate and resolve customer complaints or concerns promptly, ensuring a high level of customer satisfaction.
  --Escalate complex issues to the appropriate departments when necessary.
• Product Knowledge:
  --Stay up-to-date with product knowledge and industry trends to provide accurate and valuable information to customers.
• Documentation:
  --Maintain accurate and detailed records of customer interactions, sales, and retention efforts.
• Team Collaboration:
  --Collaborate with cross-functional teams, including Sales, Marketing, and Technical Support, to achieve customer-related goals.

Disclaimer:

• This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the company. Management reserves the right to modify, add, or remove duties as necessary.