About the role
About the role
A Call Center Agent at Foundever answers inbound and outbound calls in a professional manner, assisting customers with inquiries, complaints, or technical issues while providing accurate information and solutions based on company policies.
Key responsibilities
- Answer inbound and outbound calls in a professional manner
- Assist customers with inquiries, complaints, or technical issues
- Provide accurate information and solutions based on company policies
- Process orders, applications, or requests efficiently
- Escalate complex issues to higher management when necessary
- Document customer interactions and maintain accurate records
- Meet or exceed performance targets (call handling time, customer satisfaction)
- Follow call scripts and guidelines to ensure service quality
- Stay updated on company products, services, and promotions
- Uphold confidentiality and security of customer information
About you
- College graduate (no experience required), or Senior high school/2-year Vocational Course graduate/2-year undergraduate with at least 6 months customer-facing experience, or High school diploma or equivalent with at least 6 months BPO experience
- Strong communication skills (verbal and written)
- Proficiency in relevant computer applications and typing skills
- Ability to handle stressful situations and multitask efficiently
- Strong problem-solving and critical-thinking abilities
- Willingness to work in shifting schedules, including nights, weekends, and holidays
- Ability to work in a team-oriented environment
- Patience, empathy, and active listening skills
- Good comprehension and adaptability to various customer needs
- Financial background is a plus but not required
About us
Foundever is a global leader in the customer experience (CX) industry, employing over 170,000 associates worldwide. The company partners with more than 750 leading and digital-first brands to deliver innovative CX solutions, technology, and expertise. Foundever fosters a diverse and inclusive environment through Employee Resource Groups (ERGs) and initiatives, and has been recognized as a Great Place to Work in the Philippines.
Benefits
- Comprehensive training and career advancement programs, such as Talent+ and the My Academy learning platform
- Wellness program promoting health and wellness, offering a holistic wellness package that includes free medications and health benefits
- Employee Resource Groups (ERGs) and inclusive culture initiatives
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