CallCenter Agent provides customer service by giving response to the inquiries of the customers. They often receive complaints or inquiries about billing accounts, travel information, technical malfunctions (Computer, TV, Internet problem) and other concerns.
Basic Tasks:
Receive inquiry calls from customers.
Review customer complaints and search for possible solution.
Give information to the customers regarding their concerns.
Inform customers about their previous and current billing statements.
Give advices to the customers about the possible remedies or solutions regarding their problem.
Record and encode the information that the customer gives.
Try to persuade the customer to buy a certain products.
Give step by step instruction to customers i.e. television or computer problem
Education and Training Requirements:
Must have at least college level or graduate of 2 year vocational course.
Must have at least1-3 years experience in a call center
Salary Information:
Local Employment:
CallCenter Agents receives an above minimum salary of PhP12, 000- Php20, 000 a month
Overseas Employment:
Czech Republic-CZK20, 073 (USD1,000) or PhP47, 113 a month
US- USD27, 678 or PhP1, 304,408 per annum
Singapore- SGD2, 000 or PhP63, 386 a month
Skills and Competency Requirements:
Strong use of English language in both verbal and written.
Knowledge in handling different accounts (Travel or Bank)
Must have basic knowledge on Computer parts and Applications (For Technical Support)
Knowledge in establishing good rapport with the customer
Must be analytical and keen to details.
Ability to talk while encoding the data on the computer
Must be patient and courteous.
Employment Opportunities:
There are more job opportunities locally for Call Center Agents than in abroad. Compared to other jobs, Call Center Agents are paid above minimum wage and given other incentives. Education requirements are not tight in call centers as long as you have above average English communication skills.
Work Environment:
CallCenter Agents has a very pleasant and conducive environment. However, Call Center Agents often encounter stress and dizziness due to lack of sleep and so most Call Center Companies are now providing extra sleeping rooms and entertainment rooms for their employees for them to be energized.
Work Hours:
CallCenter Agents works on shifting schedules. They work for 8-10 hours a day. Part time Agents works for 4-6 hours a day.
Career Advancement:
Promotion is easy to obtain in Call Centers. In just 2-3 years of hard work, a Call center Agent can be promoted as Training Supervisor or Team Leader.
