HelpDesk Call Center Agent

Job Title: Crisis Help Desk Call Center Agent

Location: Eastwood, Quezon City, Metro Manila
Experience: 2.5 years to 5 Years
Shift: rotating shifts- supporting - 24/7

Qualifications

• Bachelor's degree or relevant post-secondary education is an advantage.

• Previous experience in a call center, customer service, help desk, emergency hotline, healthcare support, employee assistance, or similar environment is preferred.

• Excellent verbal communication and active listening skills.

• Strong customer service orientation with the ability to demonstrate empathy while maintaining professional boundaries.

Key Responsibilities

Call Handling and Crisis Support

• Handle inbound calls related to crises, emergencies, and safety concerns.

• Communicate professionally and empathetically while actively listening to callers.

• Assess call urgency and follow established scripts and crisis response protocols.

• Provide accurate information and guidance within the role's scope.

• Escalate critical or life-threatening situations to appropriate emergency services or response teams.

• Keep callers engaged until assistance is initiated, as required by protocol.

• Avoid providing unauthorized medical, legal, or psychological advice.

Incident Documentation and Case Management

• Document calls, incidents, actions, and escalations accurately in the CRM system.

• Maintain clear case records and ensure proper handovers for follow-up.

Escalation and Coordination

• Follow escalation protocols for critical and high-risk situations.

• Coordinate with supervisors, emergency services, and relevant support teams.

• Maintain updated crisis resources and ensure timely communication with stakeholders.

Quality, Compliance, and Confidentiality

• Follow call handling procedures, SOPs, and SLAs.

• Maintain caller confidentiality and data security.

• Participate in quality monitoring, coaching, and calibration.

• Complete mandatory training and refresher courses.

• Report procedural, safety, and compliance concerns promptly.