contact center Agent (bacolod)PPD

Key Goals of Position:
The main role of a Contact Center Agent is to interact with the customers (physicians) and provide information and support, persuade them to participate in our surveys, and address any other inquires the physician may have about the organization or processes. Agents deal with highly educated customers and are required to maintain the upmost level of professionalism, friendliness, and a can-do attitude. Agents perform their duties mainly by telephone but also via email, interactive chat, fax, other media, from our company's Contact Center or from an approved remote location.
We are committed to very friendly work environment with great Team spirit.
Key responsibilities of a Contact Center Agent:
Note: The duties listed below are not to be considered restrictive or complete.
Adhere to company scripts to persuade potential physicians to complete survey participations. Agents are encouraged to recommend changes to scripts to that would contribute to delivering better results.
Gather physician's information such as name, address, and payment method, and update the panel data base.
Search for names and telephone numbers of prospect physicians from sources such as telephone directories, internet directories, and on-line.
Schedule appointments to help physicians complete the survey.
Handle physician interactions directly, either electronically or via telephone, and respond to doctors' contacts promptly.
Transfer customer calls with complex inquiries to the appropriate staff.
Provide feedback regularly on the effectiveness and soundness of policies and procedures of the Customer Service department, contributing to the Team success.
Complete call reports and activity logs.
Qualifications
Education, Professional Skills & Experience
Bachelor's degree (preferred)
0- 2 years of experience in a call center environment
Ability to clearly articulate both problems and proposed solutions
Ability to prioritize personal and team workloads to best meet organizational objectives
Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
Personal Skills & Competencies
Customer service advocate with sales and problem-solving skills.
Proficient in Microsoft Office (esp. Excel)
Strong written and verbal communication skills.
Sharp attention to detail.
Ability to clearly articulate both problems and proposed solutions
Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
Ability to prioritize personal and team workloads to best meet organizational objectives
Ability to follow processes, multi-task and meet deadlines.
Ability to deal efficiently with escalations and difficult situations under pressure
Maintain standards for reliability and performance.
Ability to collaborate well with interdepartmental disciplines and different levels of management.
Integrity and Commitment to excellence.
Working Conditions and Environment:
Normal and routine office duties
Must be willing to work on mid shift schedule (2pm-11pm) and to occasionally report on night shift
PPD

Bacolod City, Negros Occidental
Permanent
Full-time