Davao SM Ecoland - Customer Experience Advisors - July 2026

Essential Duties & Responsibilities:

• Agents will answer inbound calls for members and assist them with a variety of inquiries using tools provided and demonstrating a willingness to help, empathy when needed, and ensure issue resolution.  

• Answer calls in a timely manner with friendly demeanor and willingness to assist

• Assist members with inquiries finding resolutions via the knowledge management system.

• Thorough documentation of the call inquiry and resolution discussed as well as any next steps in the CRM tool

• Make necessary outbound follow ups when needed to support final resolution and satisfaction

• Maintain professional demeanor, ensuring all questions answered and thorough understanding of the situation to address possible questions/scenarios

• Responsible for ensuring that primary metrices are met

Education & Experience:

• No work experience required

• Contact center, Healthcare, Insurance, any work experience background preferred

• Must be a High School Graduate

• Must be at least 18 years of age

• Able to read and speak the English language proficiently to communicate with customers, comprehend and follow instructions

Competencies

• Communication Skills

• Customer Service Skills

• Active Listening Skills

• Critical Thinking, Analytical or Problem-Solving Skills

• Proactive, Solutions-Oriented Mindset

• Highly Motivated

• Personal Effectiveness

• Empathy; De-escalation skills

• Integrity

• Stress Tolerance

• Able to maintain professional demeanor

• Team Work