Customer Phone Representative

Responsibilities: o Inbound and call back queue calls o In this position, you will be taking over 300 calls a week. These calls will be supporting both our customers and our providers on various operations-related issues. Our average handle time is around 7 minutes o Our hours of operation are Monday - Friday, 6 am - 10 pm CST, and Saturday - Sunday, 7 am - 6 pm CST. o We also have 10-hour shifts available as well. These will also be 40-hour weekly shifts. o We offer 8hrs per day for a max of 5 days per week (40hrs) during those hours. o You will explain our services and policies, work to create a great service experience, and provide support for app navigation, payment details, scheduling, and issue resolution. o You should have an understanding of how to connect with a Western individual and be skilled at problem-solving, building rapport, and offering empathy What we are looking for: o Empathetic to customers o Ability to provide superior service to every customer by utilizing all available tools and resources o Ability to establish rapport while working through difficult situations o Ability to adhere to a schedule o Adaptable to change o High productivity at defined proficiency levels o Willingness to receive and act on feedback from the leadership team Basic requirements: o At least a high school graduate o EXCELLENT written and verbal English skills o Experience of at least six (6) months in the BPO industry is preferred; Applicants without work experience are also welcome to apply o Prior experience using CRM and VoIP software is a plus o Computer (8GB RAM, Corei5 Processor) with a noise-canceling headset o Consistent power source; and reliable internet connection (25 Mbps, with a backup connection of 10 Mbps) in a quiet space that is free from distractions to work o Preferred ISP/Internet providers are PLDT (#1) or Converge (#2) o Willing to work US hours and weekends; and amenable to work in rotating shifts