Job description
ConstantiKnow Inc is seeking a proactive Call Center Agent to join our expanding team in Mandaue City, Cebu. This full-time position puts you at the frontline of customer engagement, helping clients resolve their questions and achieve successful outcomes. You will be the voice that represents our brand and elevates the customer experience.
Salary and incentives: The compensation range is PHP 20,000 to PHP 30,000 per month, influenced by your BPO experience and performance. In addition to base pay, top performers have access to bonuses and incentive programs designed to reward quality service and efficiency. We emphasize fair pay and growth opportunities within the company.
What you will do: respond to inbound and/or outbound customer inquiries via phone, chat, or email; provide accurate information; troubleshoot problems; guide customers through steps to resolve issues or complete transactions; document interactions in our CRM; maintain knowledge of our products and policies; meet quality and productivity targets; collaborate with teammates to achieve team goals and share best practices.
What we offer: a structured onboarding program, ongoing training, and coaching; a supportive, inclusive work environment; opportunities for career advancement into senior agent, team lead, or specialist roles; a stable schedule with potential shift options; modern workplace facilities in Mandaue City; access to health benefits and employee wellness programs (subject to policy).
Required qualities: strong communication in English, friendly and professional demeanor, problem-solving mindset, reliability, and a customer-first attitude. If you have prior call center experience or a BPO background, you will be well-positioned to succeed, though driven newcomers are welcome to apply with a willingness to learn.
Responsibility
- Handle inbound and outbound calls with professionalism, empathy, and accuracy.
- Resolve customer inquiries by clarifying issues, researching, and providing solutions.
- Guide customers through processes, products, or services and document outcomes in CRM systems.
- Meet or exceed performance metrics such as average handling time, call quality, and first contact resolution.
- Escalate complex cases to supervisors and follow up on outstanding issues.
- Maintain up-to-date knowledge of products, policies, and promotions to deliver precise information.
- Collaborate with teammates to share best practices and improve customer experience.
- Support a positive customer journey and contribute to a high-energy, inclusive team environment.
Qualification
- High school diploma or equivalent; college degree preferred.
- 1+ year experience in call center or BPO environment (preferred but not required).
- Excellent English communication (verbal and written); good grammar.
- Strong problem-solving, active listening, and conflict resolution skills.
- Comfortable with CRM software and basic computer skills; ability to type with speed and accuracy.
- Ability to work in shifts; reliable internet connection and a quiet workspace.
- Positive attitude, team player, and customer-centric mindset.
- Multitasking and time management; ability to stay focused in a fast-paced environment.