The Call Center Agent handles inbound or outbound calls to assist customers with inquiries, complaints, orders, or technical support. This role requires strong communication, empathy, and problem-solving skills.

Key Responsibilities:

• Answer inbound calls or make outbound calls professionally and efficiently.

• Assist customers with product/service information, billing, or issue resolution.

• Escalate complex issues to higher-level support if needed.

• Document customer interactions accurately in a ticketing or CRM system.

• Meet performance metrics including call handling time, satisfaction scores, and resolution rate.

• High school graduate or equivalent; BPO experience is a plus.

• Proficient in English communication (verbal and written).

• Familiarity with call center software and tools (e.g., Zendesk, Freshdesk).

• Patience, empathy, and active listening skills.