Executive Boutique Call Center Careers

Executive Boutique is an American and Australian owned company providing BPO services from its offices in Cebu IT Park since 2008. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say “I work at Executive Boutique and think it’s a great place to work!”. The owners and managers at EB care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Executive Boutique today and join the growing EB family. You won’t regret it!

Check out our Facebook page www.facebook.com/EBCallCenter

Enjoy the following benefits:

• Medical / Dental coverage (HMO)
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
• Career development
• Life insurance program
• Vacation and family leave programs
• Annual salary increase based on performance
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Free weekly in-house massage
• Family atmosphere
• Cozy sleeping lounge and canteen plus entertainment area
• Great offices in IT park with outdoor private terrace overlooking Cebu City

Select VoiceCom, an affiliate of Executive Boutique Call Center, is currently looking for:

Patient Intake Coordinator (Voice)

Job Overview:

• Receives and processes patient admission into our agency’s EMR system for home health services.
• Coordinate care by assigning case manager and clinician to ensure 48-hour admission
• Follow up on inquiries related to patient admission and staff availability.
• Assists in establishing the initial Plan of Care and plotting of tasks to staff schedule.
• Perform coordination duties to support day to day workflow of our field staff

Responsibilities and Duties include:

• Providing outstanding customer service
• Answering intake calls, explaining services, and setting appointments
• Scheduling/rescheduling appointments, managing 15+ calendars
• Assisting nursing, therapists and administrative team as needed

Desired Skills & Knowledge:

• Must have completed at least 2 years of college education
• Good English communication skills – both written and verbal
• Strong phone skills for inbound/outbound calling
• Hospital or medical office experience preferred
• Familiarity with medical terminology an advantage
• Ability to work with computers and different software packages (e.g. MS Office, Adobe Acrobat)
• Ready to take new responsibilities and grow professionally
• Willing to ask questions and work as a part of the team, even remotely located
• Available for occasional overtime work
• Willing to start ASAP
• Willing to work full-time night shift
• Willing to work on weekends
• Looking for a long-term position

Work Schedule: Night Shift

How to Apply:Apply Now

Customer Service Representatives | Dental Insurance Account

Responsibilities:

Plans and conducts activities concerned with telephone customer support and dental benefit research activity by performing the following duties:

• Research dental plans and communicate with clients according to department specifications.
• Conduct/Answer phone calls from clients and enter data on dental benefit requests.
• Meet department production guidelines.
• Adhere to quality assurance guidelines.
• Assist other employees as needed with researching and communicating.
• Attain the highest level of knowledge regarding researching, communication and customer service.
• Handle fax requests through the fax request program.

Qualifications:

• At least 6 months of continuous Customer Support experience in the BPO industry
• Excellent English communication skills – both written and verbal
• High level of comprehension and analytical skills
• Strong administrative skills – Accurate typing & spelling is essential to this role.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Knowledge of MS Outlook, MS Internet Explorer, MS Excel, MS Word, and different operating systems
• Willing to work full-time night shift
• Willing to work on-site
• Amenable to shifting schedules and work on weekends

Work Schedule: Night Shift

How to Apply:Apply Now

Team Leader

Key Functions/Responsibilities:

• Provide real-time support on assigned agents so they’ll perform at their highest level.
• Provide statistical/performance feedback and coaching on a regular basis to each team member.
• Write and administer performance reviews for skill improvement.
• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Responsible for creating and maintaining a high-quality work environment by constantly giving individual and group feedback.
• Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.
• Assist managers with daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to process improvement.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

Qualifications:

• Candidate must have at least 1 year of continuous supervisory/team lead experience in a BPO company
• Real-life customer service experience/background
• Thorough knowledge of call center operations
• Being able to follow procedures and workflows
• Strong coaching and management skills
• Data-driven
• Coping with changes and stressful situations, stability
• Understanding of subscription business
• Excellent presentation skills- ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive and professional manner
• Excellent organizational, leadership, interpersonal and time management skills
• Ability to take instructions from management and ensure follow up
• Strong computer application skills including MS Excel, MS Word, MS PowerPoint and others.
• Ability to communicate effectively with team members and managers of all levels.
• Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• Strong support skills and ability to work well under pressure
• Flexibility to work various schedules
• Willing to start ASAP
• Willing to work on-site

Work schedule: Night shift

How to Apply:Apply Now

System and Network Administrator

Responsibilities:

• Maintains all servers by performing monthly preventative maintenance on both hardware and software side.
• Maintains network performance by performing network monitoring and analysis.
• Maintains documentation, performance tuning; troubleshooting network problems; escalating problems to vendor, utilization, throughput, good-put, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls or software faults.
• Secures network by developing network access, monitoring, control, and evaluation.
• Establishes network by evaluating network performance issues including availability.
• Troubleshoots system and network problems and diagnosing and solving hardware.
• Conducts electrical safety checks and cleanup on computer equipment.
• Assists or facilitates setting up of new users’ accounts and profiles and dealing with password issues.
• Create group/user policies within active directory.
• Provides coaching and assistance to subordinates.
• Performs other duties of a similar nature or level.

Qualifications:

• Candidates must possess a Bachelor’s/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
• Must have a CCNA certificate
• 1 to 4 years experience working with VoIP, TCP/IN and Internet/Intranet.
• 1 to 4 years experience working in the BPO industry.
• In-depth knowledge of IP routing and T1/DS3/E1 circuits.
• Has extensive knowledge in troubleshooting hardware & software faults.
• Proficient with Microsoft Word, Excel and other job specific tools.
• Has firm commitment in finishing tasks according to given instructions.
• Has extensive knowledge in troubleshooting network devices like Cisco switches/routers.
• Experience in setting up cisco switches and routes.
• Superior Linux Administration Skills.
• In-depth knowledge of windows server administration (AD, GPO).
• Knowledgeable in VPN technology (OPENVPN, IPSEC).
• Has extensive knowledge in call center suite (Vicidial, Five9).
• In-depth knowledge in asterisk telephony and IP PBX administration.
• Has a sense of initiative and need not to be constantly supervised.
• Experience working on structured cabling both copper and fiber.
• Firewall security/UTM administration.
• Extensive experience in IP camera system administration.
• In-depth knowledge of Pfsense firewall administration.
• Experience in cloud wireless systems.
• Knowledgeable in PCI audit is a plus.
• Willing to work on-site

Work Schedule: Night Shift

How to Apply:Apply Now

Outbound Agents

Responsibilities:

The role is primarily responsible for placing outbound calls and pre-qualifying leads.

• Place outbound calls, navigate Gatekeepers and ask pre-qualifying questions based on a given script.
• Provide customers with information on products/services if needed.
• Be passionate about the service; and enjoy working in a consultative service environment.
• Be results-oriented; and enjoy the challenge of meeting or exceeding goals.

Qualifications:

• Clear speaking voice
• Must have at least 6 months of BPO experience in one company
• Excellent English communication skills – both written and verbal
• Must have excellent command of the English language, with neutral or American accent
• Outbound/inbound sales or upselling experience preferred
• Strong customer service skills
• Strong administrative skills – Accurate typing & spelling is essential to this role.
• Energetic, fun and confident personality
• Willing to work full-time night shift

Work Schedule: Night Shift

How to Apply:Apply Now

Email Team Leader

Responsibilities:

• Build a high performing team, glue team members together and drive things forward in line with company direction.
• Be hands-on and excel doing email customer service; stay on top of customer trending requests; loop agent/customer feedback up and down.
• Responsible for creating and maintaining a high quality work environment by constantly giving individual and group feedback.
• Provide real-time support on assigned agents. Help agents with questions and guide them through difficult interactions/emails.
• Be available for team members that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Identify specific coaching opportunities for agents under review through an extensive review of unsuccessful interaction records. Encourage agent performance improvements at a conversation level.
• Monitor agent email responding at a high level to closely track adherence to best practices.
• Monitor email agents’ productivity, whether agents spend excessive time on individual tickets or if they need help.
• Provide statistical/performance feedback and coaching on a regular basis to each team member.
• Write and administer performance reviews for skill improvement.
• Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.
• Assist managers with daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to process improvement.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

Qualifications:

• Candidate must have an Associate’s or a Bachelor’s degree
• 7 + years of customer service; with at least 2 years of non-voice support supervisory experience
• Ability to coach, train, motivate agents, evaluate their performance, and help them grow professionally
• Excellent organizational, leadership, interpersonal and time management skills
• Ability to quickly align with management instructions and follow through with team members
• Excellent problem solving and email customer service skills
• Attentive to details, efficient, thorough, and has good discernment on spotting opportunities on agent growth and business process improvement
• Ability to remain calm and courteous under pressure and navigate tense situations
• Self-driven, detailed individual who consistently communicates to the client, agents and the Campaign Manager
• Excellent management skills – ability to communicate effectively with team members and managers of all levels
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources
• Strong support skills and ability to work well under pressure
• Excellent presentation skills- ability to present ideas, concepts, concerns, and questions in a well thought out, positive and professional manner
• Strong computer application skills including MS Excel, MS Word, MS Power Point and others
• Flexibility to work various schedules
• Willing to start ASAP
• Willing to work on-site

Work Schedule: Night Shift

How to Apply:Apply Now

Training Specialist (With Non-Voice Support Experience)

Job Brief

The Training Specialist will look out to enhance the competencies of individual employees by designing and conducting training programs that will boost employees workplace performance in alliance with company’s core values. You will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials and for managing all phases of training interventions.

Key Function/Responsibilities:

• Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with managers and human resources departments
• Designing and expanding training and development programs based on the needs of the organization and the individual
• Developing effective induction programs
• Conducting appraisals
• Devising individual learning plans
• Producing training materials for in-house courses
• Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers
• Ensuring that statutory training requirements are met
• Evaluating training and development programs
• Amending and revising programs as necessary, in order to adapt to changes occurring in the work environment
• Helping managers and trainers solve specific training problems, either on a one-to-one basis or in groups
• Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses
• Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages
• Researching new technologies and methodologies in workplace learning and presenting this research
• Assist the coaches during down time

Qualifications:

• BA/BS degree in any related field
• At least 2 years of experience in designing multiple training events in a BPO setting
• Non-voice support experience required
• Good understanding of non-voice operational and training processes, as it may have great impact on ability to train good non-voice agents
• Extensive knowledge of instructional design theory and learning principles
• Proven ability to master the full training cycle
• Adequate knowledge of learning management software
• Familiarity with traditional and modern training methods, tools and techniques
• Familiarity with talent management and succession planning
• Ability to conduct cost-benefit analysis and calculate training ROI
• Sound decision making and organizational skills
• Ability to present complex information to a variety of audiences
• Proficiency in MS Office, MS Excel and MS Powerpoint
• Flexibility to work any shift

How to Apply:Apply Now

Retention Agent for a US Newspaper Account

About the account:

This is a newspaper company located in New York City, and is looking into expanding operations in the Philippines for customer support.

Heed their call:

“Join us, if you are enthusiastic about spreading the Truth and Tradition. We are looking for self-motivated Customer Retention Agents that align with our core values and mission statement to join our call center team. If you have a contagious personality, a desire to engage in meaningful conversation, the ability to think critically and on-your-feet in the moment, and a passion for genuinely helping others, we want to hear from you.”

Responsibilities:

• Answer customer inquiries regarding subscriptions (zero selling involved!)
• Attend to billing concerns
• Retain subscriptions of customers
• Resolve billing disputes

Desired skills & knowledge:

• Must have at least 1 year of combined Customer Service and Sales/Upselling/Retention experience
• Previous experience with subscription service industry an advantage
• Retention experience an advantage
• English speaking skills close to native level, minimal to no accent
• Adherent to SOP and KPIs and must be able to multitask
• Must have a high degree of professional ethics, integrity and a team player
• Understanding of the American consumers’ mentality is a plus
• Supports the mission of “Truth & Tradition”
• Strong customer service skills
• Energetic, fun and confident personality
• Willing to work full-time night shift
• Amenable to shifting schedules and work on weekends
• Willing to work on-site

Work Schedule: Night Shift

How to Apply:Apply Now

Booking Consultants for a Photo Studio Account

Do you have a sense of fashion and style or just someone who loves sales and empowering people with confidence? If yes, then this could be your dream job!

The Photo Studio is Australia’s largest fashion portrait studio providing a personalized 5-star supermodel experience to aspiring models and social media influencers. Our mission is to inspire diversity in the modelling industry while empowering people with self-confidence and body positivity.

Behind-the-scenes at the world’s happiest photo studio: https://youtu.be/jqUo3CovB5Q

Check out our Instagram page:https://www.instagram.com/thephotostudioaustralia/ and visit our website to to learn more about us: https://thephotostudio.com.au/.

What we offer:

• Work from home opportunity for top performers
• Competitive salary package
• Travel opportunities to Australia for top performers
• Lots of training and development
• Fixed day shift schedule (Enjoy a work-life balance while earning BIG!)
• Warm leads only!
• With fresh leads daily
• Just 40-50 calls per day!

Join us today and enjoy the following benefits:

• Medical / Dental coverage (HMO)
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
• Career development
• Life insurance program
• Vacation and family leave programs
• Annual salary increase based on performance
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Free weekly in-house massage
• Family atmosphere
• Cozy sleeping lounge and canteen plus entertainment area
• Great offices in IT park with outdoor private terrace overlooking Cebu City

Responsibilities:

• Place outbound calls to prospects (mostly website and social media enquiries) and convert leads into bookings using a consultative selling approach
• Develop deep and genuine relationships over the phone and discover client issues and motivations
• Use text messages and email content to inform and nurture clients over time
• Follow correct Lead Management process and ensure all leads are contacted within required timeframe
• Gather information about the client and ensure all data is correctly entered into the CRM
• Commit to achieving or exceeding weekly and monthly sales targets

Qualifications:

• Excellent English communication skills – both written and verbal
• With a minimum of 1 year of recent sales experience
• Competitive and results-driven
• Strong work ethic with the ability to exceed targets
• Basic knowledge in computer applications
• Good listener
• Willing to work on-site, if not eligible for WFH setup

Work Schedule: Night Shift

How to Apply:Apply Now

Experienced Contact Centre Sales Manager (Day Shift)

We have an exciting opportunity for a proven leader to join our contact centre based in Cebu. If you are relocating – relocation package is negotiable!

A company to be proud of

The Photo Studio is Australia’s largest fashion portrait studio providing a personalized 5-star supermodel experience to aspiring models and social media influencers. Our mission is to inspire diversity in the modeling industry while empowering people with self-confidence and body positivity.

CONTACT CENTRE SALES MANAGER

Reporting to the Operations Manager, you will be required to play an integral part in the successful management of the day-to-day operation of the Contact Centre. You will take full responsibility for developing its team members, managing day-to-day team performance, achieving sales targets, delivering the “trust advisor” experience to TPS clients and ensuring compliance with the TPS communication guidelines.

This is a high-sales performance and client experience-oriented role.

You will also be responsible for leading, coaching and managing a 24-person outsourced client contact centre in SVCPH Inc., Cebu, Philippines.

Work setup

On-site/office-based

Successful candidate requirements

• Minimum 5-year experience in managing contact centre agents as a sales manager
• Proven records of leading a team to hit sales targets consistently
• An outstanding sales manager and effective leader
• A great communicator (with TPS management team, bookers and other stakeholders)
• Has experience working with high-involvement products/services, and a deep understanding of western culture is a plus
• Trustworthy, honest
• Willing to work on weekends(as needed)
• Willing to work on-site

Overall goal

To support the Head of Client Acquisition and manage a predominantly phone-based sales team to achieve bookings and turn-up targets and deliver excellent service to clients.

Responsibility summary

• Create sales forecasts.
• Hit sales quotas.
• Analyze performance data.
• Mentor and train sales reps.
• Recruit, hire, and onboard new salespeople.
• Design and implement a scalable sales strategy.
• Continuously iterate on and improve upon sales processes.

Key accountabilities

• Manage the day to day planning, control and direction of activities for the team
• Actively manage, coach and provide development plans for team members, resolving performance issues promptly and providing motivation that encourages all team members to deliver to their full potential
• Oversee team performance, reporting and monitoring quality of outputs to ensure services are at optimum levels
• Lead the way for employees on unconscious bias and acting inclusively
• Client liaison related to operational performance, changes and risks
• Deliver to agreed KPI’s and SLA’s, both internal and external
• Recommend process improvement initiatives to drive continuous improvement within the business and for the client
• Recommend and, where appropriate, implement contingencies, practical workarounds and workload management strategies
• Work as part of the Operational Management team delivering updates and statistics on a daily, weekly and monthly basis
• Plan, optimise and forecast resources for the team
• Drive customer satisfaction through provision of quality service to our internal and external clients
• Actively develop and promote a safe working environment
• Champion, accommodate and personally take up approved discretionary learning, development, and social contribution opportunities to measurably drive your team’s participation
• Ensure client satisfaction is maintained and/or improved through provision of quality services, in turn leading to growth in services

What will you bring to the role? 

We are looking for someone with previous sales leadership experience (minimum of 5 years), ideally managing a sales and client experience-focused team for high-involvement products /services.

Skill summary

• Motivation Skills
• Strong Communication Skills
• Good People Skills
• Analysis Skills
• Strategic Planning Abilities

Some other key skills that you’ll have

• Ability to lead the way for employees on unconscious bias and acting inclusively
• Being able to help build external partnerships and recruitment campaigns that attract talent from underrepresented groups
• Take advantage of diverse views and perspectives to develop new approaches to delivering outcomes
• A strong desire to understand individual strengths and developments needs and then provide the appropriate structure and support for each team member to grow accordingly
• Outstanding listening, oral and written communication skills for gathering and providing
• A high level of initiative, with the ability to tackle problems in a methodical and logical manner
• A passion for providing a fantastic client experience
• Strong attention to detail and an underlying commitment to delivering quality outcomes
• Strong computer skills
• Fast learner who can adapt to new systems and processes; using Hubspot is a plus
• Experience in living and working in Australia is a plus

Rewards designed for you

Work-related visit to TPS studios in Australia based on the achievement of the team performance.

How to Apply:Apply Now

Non-Voice Agents (Email & Chat Support)

About the account:

This is a newspaper company located in New York City, and is looking into expanding operations in the Philippines for customer support.

Heed their call:

“Join us, if you are enthusiastic about spreading the Truth and Tradition. We are looking for self-motivated Customer Support Agents that align with our core values and mission statement to join our call center team, handling inbound/outbound subscription calls. If you have a contagious personality, a desire to engage in meaningful conversation, the ability to think critically and on-your-feet in the moment, and a passion for genuinely helping others, we want to hear from you.”

Responsibilities:

• Answer customer inquiries regarding subscriptions via email and chat
• Attend to billing concerns
• Resolve billing disputes

Desired Skills & Knowledge:

• Must have at least 1 year of Email Support experience in Customer Service
• Chat Support experience an advantage
• Strong written communication skills that lend to clear and concise text-based communication, including de-escalation skills
• Adherent to email SOP and KPIs for response times and online availability
• Keyboard skills required (typing speed of at least 45 WPM)
• Previous experience with subscription service industry is a plus
• Must have a high degree of professional ethics, integrity and a team player
• Strong computer skills including internet and Windows/Mac-based applications
• Strong administrative skills
• Understanding of the American consumers’ mentality is a plus
• Supports the mission of “Truth & Tradition”
• Energetic, fun and confident personality
• Willing to work nights and weekends
• Willing to work on-site

Work Schedule: Night Shift

How to Apply:Apply Now

Technical Support Representative for a US Newspaper Account – Tier 1

Job Summary:

The Tier I Support Technician position requires a driven, independent thinker to complete his/her job function of assisting customers with and resolving their technical problems. The individual must have the ability to make informed and timely decisions to resolve technical issues both remotely and at the client’s premise as required and/or assigned.

Key Responsibilities:

• Provides primary technical support and troubleshooting for customers using different devices (Smartphone, Tablets, Desktops, and more)
• Assisting customers through incoming calls and email communication
• Performs other related duties as required to support Company objectives

Requirements:

• 1-2 years of combined Technical Support and Customer Service experience (preferably with 1 year of continuous customer service experience in one company)
• Email support experience in Customer Service is preferred
• Must possess strong problem-solving skills and analytical abilities
• English speaking skills close to native level, minimal to no accent
• Strong written communication skills that lend to clear and concise text-based communication, including de-escalation skills
• Adherent to email SOP and KPIs for response times and online availability
• Understanding of the American consumers’ mentality is a plus
• Supports the mission of “Truth & Tradition”
• Energetic, fun and confident personality
• Willing to work nights and weekends
• Willing to work on-site

How to Apply:Apply Now

Retention Specialist for a Canadian Newspaper Account

About the account:

This is a newspaper company located in Canada , and is looking into expanding operations in the Philippines for customer support.

Heed their call:

“Join us, if you are enthusiastic about spreading the Truth and Tradition. We are looking for self-motivated Customer Retention Agents that align with our core values and mission statement to join our call center team. If you have a contagious personality, a desire to engage in meaningful conversation, the ability to think critically and on-your-feet in the moment, and a passion for genuinely helping others, we want to hear from you.”

Responsibilities:

• Answer customer inquiries regarding subscriptions (zero selling involved!)
• Attend to billing concerns
• Retain subscriptions of customers
• Resolve billing disputes

Desired skills & knowledge:

• Must have at least 1 year of combined Customer Service and Sales/Upselling/Retention experience
• Previous experience with subscription service industry an advantage
• Flexible in handling both Customer Service Calls and Retention Calls
• English speaking skills close to native level, minimal to no accent
• Adherent to SOP and KPIs and must be able to multitask
• Must have a high degree of professional ethics, integrity and a team player
• Understanding of the Canadian consumers’ mentality is a plus
• Supports the mission of “Truth & Tradition”
• Strong customer service skills
• Energetic, fun and confident personality
• Willing to work full-time night shift
• Amenable to shifting schedules and work on weekends
• Willing to work on-site

Work Schedule: Night Shift

How to Apply:Apply Now

Our Recruitment Hub is already open! We will be accepting walk-ins from Monday to Friday 9AM-9PM.

 What to prepare:

•   Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
•    Pen
•    ID
•    COVID-19 vaccination card

Location: G/F i1 Bldg., Cebu IT Park, Apas, Cebu City (beside 7-Eleven)