Job Description

We are seeking a professional and customer-focused Inbound Switchboard Advisor to serve as the first point of contact for students, prospects, and partners. The successful candidate will manage high volumes of incoming calls, ensure accurate call routing, and provide exceptional service while maintaining professionalism and efficiency. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

Key Responsibilities

1. Call Handling & Routing

• Answer incoming calls through the switchboard system in a timely and professional manner.
• Assess caller needs and route calls to the appropriate department or Programme Consultant.
• Manage high-volume inbound call traffic efficiently.
• Provide basic information such as contact details, operating hours, and general service information.

2. Customer Service

• Deliver excellent customer service with a professional and friendly approach.
• Assist with general inquiries regarding products, programs, and processes.
• Escalate complaints or urgent matters to the appropriate teams when necessary.
• Ensure accurate information is provided to all callers.

3. Communication & Coordination

• Communicate effectively with internal teams to ensure smooth call transfers and callbacks.
• Relay messages accurately when staff members are unavailable.
• Support internal coordination to improve response times and service quality.

4. Administrative Support

• Log calls and update records in CRM systems (e.g., Salesforce) when required.
• Maintain and update internal contact lists and routing guides.
• Support basic administrative tasks related to call tracking and documentation.

5. Compliance & Quality

• Follow established call-handling procedures and scripts.
• Maintain confidentiality and handle information responsibly.
• Adhere to data privacy and information security policies.

Qualifications & Requirements

• Proven experience in a customer service, call center, reception, or switchboard role
• Experience handling high-volume inbound calls
• Strong verbal communication and interpersonal skills
• Excellent multitasking and time management abilities
• Proficiency in using CRM systems (e.g., Salesforce) or similar databases
• Basic proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to remain professional and composed in a fast-paced environment.
• Strong attention to detail and accuracy in information handling.
  

Work Arrangement


• Work Schedule: Monday to Friday, 4PM to 1AM
• Work location: Robinsons Zeta Tower C5 Road Bridgetowne Ugong Norte Quezon City. Building is across Tiendesitas and IPI Pasig. It is also accessible from Ortigas CBD, C5 Road, and Eastwood
• The identified candidate will be working on site for the first 6 months and will be granted hybrid work arrangement given favorable performance reviews.