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Call Center Agent

The Contact Center industry's workforce is led by Call Center Agents. A Call Center Agent answers all inbound and outbound calls in a professional, friendly and timely manner.

Tasks

  • Handle calls involving inquiries of all types; technical help desk; payment authorization; order taking and fulfillment; complaints; customer service; disputes; transcriptions, requests, sales and billing; and marketing.
  • Responsible for verifying all customer information; documenting all pertinent information; and expected to trouble shoot each call appropriately in order to satisfy customer's request.

Basic Educational & Training Requirements

  • 2-4 years college education in any course;
  • ICT related course is required for technical support staff;
  • Training in the following areas of competency:
    • English Proficiency/Interview Skills
    • Inbound soft skills
      • accent neutralization or accent reduction which is intended to help proficient English speakers speak with a more North American or British accent
      • oral fluency and accuracy
      • culture training
      • customer service
      • business writing
    • Outbound Skills
      • Sales and marketing (Product Training )

Skills and Competencies

  • Good command of the English language, both oral and written;
  • Computer proficiency particularly with reference to typing speed and navigational skills;
  • Knowledge of Order Processing System, Database, Spreadsheet, Word Processing and Internet Software;
  • Oral & written proficiency in other languages such as Spanish. French, Mandarin, Cantonese, Korean and Japanese is an advantage .

Physical Attributes and Characteristics

  • Customer service-oriented;
  • Willing to work on shifts;
  • Strong organizational skills with attention to details; ability to exercise independent judgement.

Salary/Compensation

  • P10-25 thousand (P10,000 for starters and P25,000 for the multi-lingual agents)

Prospects for Career Advancement

  • A Call Center Agent with 1-3 years work experience and with supervisory and leadership training can advance to become a Team Leader or Supervisor;
  • Promotion to Middle Manager after 2 -3 years supervisory work experience plus training in business management, account management and project planning.

Employment Opportunities

  • Some 98,332 new jobs will be made available for Call Center Agents over the period 2007 - 2010, or an average of 24,583 job openings a year.

Scholarships Available

PGMA Scholarship Program offered by :
TESDA accredited Call Center Companies

Training Programs *

Finishing Course for Call Center Agents
Duration - 100 hours
Cost - P5,000
School/Training Institute - BPO Training Academy

 
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