Role overview

Qualifications

3+ years of experience in a customer service or call center environment
Operations-oriented
A clear, professional communicator
Tech-savvy and comfortable navigating multiple systems and tools simultaneously

Responsibilities

Handle inbound and outbound calls, emails, and chats with professionalism
Resolve customer concerns efficiently while maintaining a high standard of service quality
Accurately document all interactions, updates, and resolutions in the system in real-time
Coordinate with internal operations teams to ensure seamless case handling and follow-through

Key facts

Hard skills

Call Center Experience Internal Documentation Performance Management

Other skills

Customer Service
Communication
Problem Solving
Physical Flexibility
Technical Acumen
Detail Oriented
Calmness Under Pressure
Reliability
Accountability

About the company

SMDigital Partners

Digital Marketing & SEO Agencies

At SMDP, we are a passionate agency focused on offering digital solutions to support the growth of our partners at any stage of their business, becoming their best ally to solve problems and achieve goals in the digital world. We are committed to taking your business to another level and being the friend (family) and partner that will help you achieve your objectives. Additionally, we are willing and prepared to act in moments of crisis and emerge victorious from them, as our focus is on the digital transformation of your business. We work from our skills and knowledge to help our clients achieve their business goals.

Company details

Company typeSME

IndustryDigital Marketing & SEO Agencies

Company size51 - 200

Links

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Job description

WHAT YOU'LL OWN

Handle inbound and outbound calls, emails, and chats with professionalism, accuracy, and care
Resolve customer concerns efficiently while maintaining a high standard of service quality
Accurately document all interactions, updates, and resolutions in the system in real time
Coordinate with internal operations teams to ensure seamless case handling and follow-through
Identify recurring issues and escalate patterns to supervisors proactively
Meet and consistently maintain daily and weekly performance targets
Support the operations team during high-volume periods with flexibility and a solutions-first mindset
Uphold company policies, compliance standards, and quality guidelines in every interaction

WHO YOU ARE

3+ years of experience in a customer service or call center environment (Required)
Operations-oriented — you understand that consistency, accuracy, and process matter
A clear, professional communicator — written and verbal, every single time
Detail-driven and thorough when documenting cases and following through on commitments
Calm under pressure and able to manage high call volumes without compromising quality
A reliable, accountable teammate who shows up consistently and takes ownership of their work
Tech-savvy and comfortable navigating multiple systems and tools simultaneously
Flexible with shifting schedules and fully dependable in a remote work setup

WHAT WE OFFER

Full-time remote work with a complete WFH support program
Maxicare HMO + PhilHealth coverage
SIL, PTO, and a special birthday leave
Paid vacation leave
Zero-interest employee loan program
Performance bonuses and merit-based recognition
Monthly Gen Pow-Wows and team engagement events with prizes
Arvios Leadership Development Academy and workshop programs
Monthly 1-on-1 touchbase calls with your HR partner

HOME OFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)

Laptop/Computer Specs: Minimum 16GB RAM with Intel i5 core processor, AMD Ryzen 5, or higher equivalent.
For Windows users: Windows 11 OS is required
Noise-Cancelling Headset
Dual Monitor is mandatory
Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup