• Call handling

1. Answers calls to address customer concerns
2. Adheres to proper procedures in dealing with customers as well as procedure for re-escalations for unresolved issues.
3. Coordinates closely with supervisors (T3) to resolve customer concerns.

• Account training

1. Attends training conducted to know Tier III responsibilities, additional tools, and proper department to contact for escalations.
2. Attends conflict resolution training.

• 2nd Level Escalation Handling

1. Coordinates with supervisors closely to resolve customer issues and concerns
2. Handles escalations and resolves issues real time or within prescribed time

• Account-specific Scorecard (Adherence, QA, Hold, Transfer, Attendance, DA, etc.)

1. Adheres to goals
2. Ensures reliability (zero absences)
3. Meets minimum Hold Time and Transfer Goals
4. At least Sr. High School graduate (or high school graduate in old curriculum), vocational degree of any course, or its equivalent

• At least 6 months work experience in a call center company, required.

1. Good verbal and written communication skills
2. Basic knowledge in computer navigation and MS Office applications
3. Strong interpersonal and relationship building skills
4. Customer Service Orientation
5. Active listening Skills
6. Problem Solving Skills
7. Effective Communication
8. Teamwork and Collaboration
9. Technology Skills (job-related technical skills)

Job Requirements

• At least Sr. High School graduate (or high school graduate in old curriculum), vocational degree of any course, or its equivalent.
• Minimum 6 months’ experience in a call center environment, either Sales, or customer engagement role.
• Basic knowledge in computer navigation and MS Office applications.
• Strong interpersonal and relationship-building skills
• Communication Skills: Strong verbal communication and active listening skills with a consultative sales approach.
• Customer-Centric Mindset: Demonstrated ability to build and maintain meaningful relationships with customers, exhibiting a genuine interest in understanding their business needs.
• Industry Knowledge: Familiarity with B2B media, events, or a strong interest in learning about industry trends and client challenges.
• Goal-Oriented: Proven ability to meet or exceed sales targets in a fast-paced, dynamic environment.
• Technical Skills: Proficiency in CRM software and call center tools (e.g., Salesforce, Zendesk) and a solid grasp of data-driven sales insights.

EQUAL OPPORTUNITY STATEMENT: QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as covered veteran, uniformed service member status, and any other characteristics protected under applicable federal, state or local law.