Virtual Receptionist (Spanish & English)

Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

VIRTUAL RECEPTIONIST (SPANISH & ENGLISH)

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for a Virtual Receptionist to be part of our team.

• The primary focus of the Virtual Receptionist is to ensure that all customer calls are properly handled and routed to the appropriate stakeholders. Receptionists respond to incoming calls and address basic customer needs, such as scheduling appointments, routing calls, or providing account information.
• This role requires a bilingual speaker who can fluently communicate in both English and Spanish. The ability to switch between languages as needed during a call is essential to support a diverse customer base and ensure a smooth caller experience.

MAIN RESPONSIBILITIES

• Maintain a thorough understanding of the business partners customers, and call-handling expectations
• Comply with specific call-handling workflow and virtual phone system functions for connecting, receiving, returning, queuing, and forwarding calls; Assigning extension numbers; Voicemail; Call conference; Interactive virtual response (IVR), etc.
• Receive and route all calls to the appropriate extension and/or call destination.
• Create a great virtual first impression and a positive caller experience by attending to each call with energy, empathy, tact, active listening, and customer focus
• Maintain mindfulness, accuracy, strong attention to detail, and a professional tone when taking messages from callers, sending emails, and documenting calls
• Effectively multi-task by utilizing tools available to simultaneously handle calls while documenting / taking notes
• Provide simple, clear, and accurate instructions, such as callback information, to callers as needed
• Consistently meet performance metrics, including but not limited to productivity (e.g., number of calls handled/routed within a given period) and quality (e.g., caller experience, call notes accuracy)
• Other duties as may be assigned.

REQUIREMENTS

• A minimum of 2 years of previous experience in customer service, call center, or a related field is preferred.
• Bilingual proficiency in Spanish and English (speaking).
• Proof of certification in Spanish training.
• Willing to work a night shift schedule.
• Willing to work onsite at the 8th Floor, Zeta Tower, Robinsons Bridgetowne, C5, Quezon City.