Job Description
ConstantiKnow Inc is expanding its customer experience team with a dedicated Call Center Agent for non-voice accounts. Based in Alabang, Metro Manila, this full-time role focuses on delivering exceptional service via chat and email channels, providing accurate information, and guiding customers to resolutions with empathy and professionalism. Your BPO experience will be leveraged to navigate inquiries, document interactions, and uphold our standards for quality and compliance.
As a non-voice specialist, you’ll work with a multidisciplinary team to resolve issues, capture customer feedback, and contribute to knowledge base improvements that empower both customers and teammates. We offer a clear path for growth, ongoing training, and performance-based incentives that reward impact beyond the base salary. You’ll have the support of experienced supervisors and a collaborative environment that values continuous learning.
What you’ll gain includes competitive monthly compensation, opportunities for bonuses based on performance, comprehensive onboarding, and a supportive culture that recognizes dedication and results. If you’re detail-oriented, excel at written communication, and thrive in a fast-paced, KPI-driven setting, you’ll fit right in with our team.
Responsibilities
- Respond to customer inquiries via live chat and email with accuracy, empathy, and timely resolution.
- Maintain and update customer records in the CRM/ticketing system, ensuring data quality and privacy.
- Troubleshoot account or product issues and guide customers through clear, step-by-step solutions.
- Escalate complex cases to the appropriate teams with thorough context and documentation.
- Adhere to standard operating procedures and quality guidelines to ensure consistent service delivery.
- Collaborate with product, billing, and support teams to resolve issues and improve processes.
- Capture customer feedback and contribute to knowledge base updates to enhance self-service options.
- Meet or exceed performance metrics such as response time, first-contact resolution, and customer satisfaction.
Qualifications
- 1+ year of experience in BPO or customer-service, preferably in a non-voice or chat-driven role.
- Excellent written communication and strong grammar.
- Proficiency with CRM or ticketing systems (e.g., Zendesk, Freshdesk) and solid data-entry skills.
- Strong problem-solving abilities and the capacity to multitask in a fast-paced environment.
- Empathy, patience, and professional demeanor when handling difficult customers.
- Detail-oriented with strong organizational skills and accuracy.
- Willingness to work flexible shifts, including evenings or weekends if required.