 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 |
