The Directory Assistance Representative (DAR) / CSR is responsible for answering inbound calls and assisting customers by providing accurate telephone listings, business contact information, or general directory support. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to handle high-volume interactions in a professional, courteous, and efficient manner.
Key Responsibilities:
- Answer and respond to incoming calls professionally and promptly.
- Provide accurate and timely directory assistance including phone numbers, addresses, and business listings.
- Handle requests for reverse lookups and general inquiries in line with client and legal guidelines.
- Utilize internal systems and databases to retrieve and verify customer information.
- Adhere to privacy policies and data protection standards when handling sensitive information.
- Escalate complex issues to supervisors when necessary, ensuring proper documentation and tracking.
- Meet or exceed established KPIs (e.g., call handling time, first call resolution, accuracy rates).
- Maintain up-to-date knowledge of client policies, services, and system updates through ongoing training.
- Participate in compliance audits, coaching, and quality assurance reviews as required.
Qualifications:
- High School Diploma or GED required.
- College-level coursework or a degree in Communications, Business, or related field is an advantage.
- At least 6 months of call center or customer service experience preferred.
- Experience in directory assistance, telco, or BPO environments is a plus.
- Excellent verbal communication and listening skills.
- Strong attention to detail and high level of accuracy in data entry.
- Proficient in using customer service systems, directories, and multi-screen navigation.
- Able to multitask and work under pressure in a fast-paced environment.
- Demonstrated ability to handle confidential and sensitive information responsibly.
- Basic knowledge of data privacy laws (e.g., GDPR, CCPA) is an asset.
Job Types: Full-time, Permanent, Fresh graduate
Pay: Php18,000.00 - Php22,000.00 per month
Benefits:
- Company Christmas gift
- Company events
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
Application Question(s):
- How many years of customer service experience do you have?
Work Location: In person