Job description
Kickstart your career with TTEC at UP Techno Hub in Quezon City. We are seeking a proactive and customer-focused professional for a Dayshift Customer Service role. In this position, you’ll be the first point of contact for our valued customers, delivering friendly, efficient assistance that resolves inquiries with care and accuracy.
You’ll report to the Team Leader and contribute to the success of the customer experience as well as the overall performance of the team. This full-time opportunity offers competitive compensation, paid training, and clear paths for growth within a global leader in customer experience and technology solutions.
What you’ll do includes engaging with customers via phone, chat, and email; resolving issues, providing product information, guiding customers through solutions; documenting interactions in our CRM; upholding quality and compliance standards; and collaborating with teammates to continuously improve service delivery.
We foster an inclusive, supportive workplace where your ideas and energy are valued. If you’re passionate about helping people and thrive in a dynamic environment, this is your chance to ignite your spark with TTEC.
Responsibility
- Handle inbound customer inquiries via phone, chat, or email with professionalism and empathy.
- Assist customers by providing accurate information, solving problems, and guiding them to effective solutions.
- Document interactions in our CRM system, maintain data quality, and follow up on unresolved issues.
- Meet and strive to exceed performance metrics such as CSAT, first contact resolution, and average handling time.
- Escalate complex or unresolved cases to the appropriate teams with clear notes and urgency where needed.
- Collaborate with team leaders and colleagues to share best practices and improve service delivery.
- Participate in ongoing training and contribute to knowledge base updates to support fellow agents.
Qualification
- Excellent verbal and written English communication skills.
- Experience in customer service or call center support is preferred, with a strong customer-first mindset.
- Ability to thrive in a fast-paced environment and manage multiple inquiries simultaneously.
- Strong problem-solving, listening, and decision-making abilities.
- Proficient with computers, basic CRM usage, and data entry capabilities.
- Amenable to working in a dayshift schedule and on-site at UP Techno Hub, Quezon City.
- High school diploma required; bachelor's degree or relevant certifications are a plus.