Junior Call Center Agent

Position Description

As a Junior Call Center agent, you play a crucial role in our operations. Your primary function is to receive customer calls and deliver exceptional customer service by addressing their queries and concerns. Your role is vital in documenting all customer interactions and ensuring quality service delivery in line with our guidelines and key performance indicators.

Key Responsibilities

Answers customer calls and addresses issues/concerns.

Provides accurate and completed needed/requested information following call flows and processes.

Communicates appropriate options to provide timely resolution

Documents/Logs all customer interactions following the quality standard

Coordinates with a higher level of support for out-of-scope type concerns

Educational Background

At least Senior High School Graduate (K-12) or College Undergrad

Customer Service/Contact Center Training and Certification is an advantage but not a requirement

Career Experience

Fresh Graduates or New to the BPO Industry are welcome to apply

Skills

Ability to engage in English conversations.

Actively listens, shows empathy, and always maintains professionalism.

Guides customer interactions per the Company and Clients service strategy and policies.

Capable of clearly and cohesively documenting relevant call details, adhering to quality standards.

Able to follow call flows, directives, and processes.

Proficient in typing and keyboarding.

Possesses primary computer and internet literacy.

Other Expectations

Amenable to working 100% onsite.

Amenable to work on a graveyard and shifting schedule

Proactive and has a customer service-oriented mindset

Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies with rest day schedules; adheres to leaves filing policy outlined by the engagement/company

Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function

Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism

Can work under pressure

Must be flexible with the ability to adapt to changes quickly.

At our company, we value continuous learning and growth. We are committed to providing the necessary support and resources to enhance your skills and knowledge. We encourage a proactive and customer service-oriented mindset, are receptive to feedback, and are always open to learning.

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.