Call Center Representative

About the Role

We are seeking a motivated BPO Professional (Voice) to handle voice-based customer interactions utilizing DBPool processes in a hybrid work environment. You will be responsible for delivering clear, professional, and accurate communication, ensuring timely issue resolution, and comprehensively documenting case outcomes to meet high standards of service excellence. This role operates in rotational shifts.

Key Responsibilities

• Handle inbound and outbound voice calls using DBPool processes to resolve customer requests efficiently while maintaining high professionalism.
• Manage customer queries by following standard operating procedures to ensure accurate information sharing and timely resolution.
• Comprehensively document each customer interaction within DBPool-driven systems to create reliable records for audits and performance analysis.
• Identify customer concerns quickly during live calls, propose practical solutions, and escalate complex issues according to guidelines.
• Coordinate with internal teams through DBPool workflows to ensure customer commitments are honored within agreed timelines.
• Maintain consistent productivity and responsiveness across hybrid work arrangements and manage schedule flexibility for rotational shifts.
• Adhere strictly to company policies, data privacy regulations, and process controls to safeguard customer information.
• Track personal metrics such as call handling time, first contact resolution, and quality scores, actively implementing supervisor feedback for continuous improvement.

Requirements & Tech Stack

• DBPool Processes: Familiarity or ability to quickly learn DBPool workflows, ticketing platforms, and operational procedures.
• Communication Excellence: Strong English language proficiency with clear, neutral articulation, active listening, and strong documentation capabilities.
• Voice BPO / Customer Service Experience: Foundational experience or internship exposure in voice-based customer support or contact center environments.

Qualifications

• Experience: 0 to 2 years of experience in a voice-based BPO, contact center, or customer service role using structured tools/ticketing platforms.
• Communication: Exceptional verbal and written English communication skills; ability to maintain a courteous tone and solution-oriented mindset.
• Resilience: Comfort in handling routine voice tasks with patience, emotional balance, and high professional standards.
• Adaptability: Willingness to learn new DBPool features, quality frameworks, and communication techniques rapidly.
• Certifications (Nice-to-Have): Recommended certifications in customer service, contact center operations, or professional communication credentials.