Job Description

Responsibilities

  • Experience handling escalations and/or customer retention in a BPO setting
  • Background as an SME, Agent Coach, or Tier 3 Agent is highly preferred
  • Strong problem-solving and conflict-resolution skills
  • Ability to handle complex customer concerns with empathy and professionalism
  • Excellent communication and coaching abilities

Qualifications

  • Previous role in escalations, retention, or advanced support (Tier 3)
  • Exposure to mentoring, coaching, or SME responsibilities
  • Strong interpersonal skills and ability to influence outcomes
  • High adaptability and resilience in high-pressure situations

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