Five Tips For Successfully Hiring Remote Customer Support

• Data encoding
• Agent Coaching
• Recruitment & Selection
• Incident Investigation
• Data Analytics
• Graphics Designing

• Atlassian JIRA
• Salesforce
• Canva
• Tableau
• PostgreSQL
• Microsoft Server Management Studio
• Google Sheets
• Zoom
• Slack
• Python (Basic functions and commands)

• Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.

• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
• Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.

Andrew is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.

Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Andrew, who takes responsibilities very seriously.

• Jessa has been working for 8 years as an IT administrator, Healthealthcare associate customer service representative within the BPO, coaching services and healthcare industry. She has a degree in BS Information Technology and a Masters in Business Administration. 
• She performed the following tasks:
  • Customer Support services
  • Appointment setting 
  • Product Research
  • Data Entry
  • Email and Calendar Management
• and basic knowledge in graphic design and content creation

• Private, serious, introspective, and reserved. Takes time to connect to and trust new people.
• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
• Operationally, as opposed to socially, focused. Thinks about what needs to be done, and how to do it well, and generally follows that execution plan.

Ma Jessa is thoughtful, disciplined, and particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within their area of expertise. Works at a steady, even pace, leveraging their background for the betterment of the team, company, or customer.

With experience and/or training, they will develop a high level of specialized expertise. Serious and dedicated to the job and the company. Their work pace is steady and even-keeled, and they’re motivated by a real concern for getting work done thoroughly and correctly. Discipline and circumspect thinking will lend caution to their decision-making; Ma Jessa plans ahead, double checks, and follows up carefully on decisions and actions.

• Azel has been working for almost 8 years in Business Process Outsourcing handling Insurance, Financial, Telecommunication, Property Management, Repair and Maintenance accounts where she handled and performed roles such as Insurance Specialist, Technical Support, Credit Specialist Tier 2, Collections Support Tier 3, and Support Specialist. She also ventured into freelance work where she worked with a direct client as a Debt Collector. She had catered to clients from US, UK, and Australia. 
• She was exposed to the following tasks:
  • Phone Support - Inbound and Outbound
  • Customer Service
  • Technical Support
  • Collections
  • Email and Chat Support
  • Cold Calling
  • Appointment Setting
• She is proficient in using tools such as Salesforce, CRMs, Tableu, LiveEngage, and Microsoft Office.
• She is from Pasig which is an hour and a half from the Training place.
• She has a good-quality headset, a laptop, and a desktop.
• She can start ASAP, is amendable working any shifts, and open to any full-time or part-time roles.

• Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken?
• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

• Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
• Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.

Chrezel is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.

Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Chrezel, who takes responsibilities very seriously.

With experience and/or training, Chrezel will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and Chrezel is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.

• Azel has been working for almost 8 years in Business Process Outsourcing handling Insurance, Financial, Telecommunication, Property Management, Repair and Maintenance accounts where she handled and performed roles such as Insurance Specialist, Technical Support, Credit Specialist Tier 2, Collections Support Tier 3, and Support Specialist. She also ventured into freelance work where she worked with a direct client as a Debt Collector. She had catered to clients from US, UK, and Australia. 
• She was exposed to the following tasks:
  • Phone Support - Inbound and Outbound
  • Customer Service
  • Technical Support
  • Collections
  • Email and Chat Support
  • Cold Calling
  • Appointment Setting
• She is proficient in using tools such as Salesforce, CRMs, Tableu, LiveEngage, and Microsoft Office.
• She is from Pasig which is an hour and a half from the Training place.
• She has a good-quality headset, a laptop, and a desktop.
• She can start ASAP, is amendable working any shifts, and open to any full-time or part-time roles.

• Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken?
• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

• Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
• Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.

Chrezel is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.

Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Chrezel, who takes responsibilities very seriously.

With experience and/or training, Chrezel will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and Chrezel is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.

Ana Grace has a diverse background in customer service, healthcare, and medical virtual assistance. She has worked in various industries including healthcare and BPO, holding roles such as Medical VA, Supervisor, Medical Specialist, and Customer Service Representative. Her experience spans over 13 years, showcasing her adaptability and growth in both supervisory and specialist roles. She is proficient in different systems such as Slack, CPS, Zendesk, and Microsoft tools.

Strengths:

1. Healthcare Experience: Ana has significant experience in the healthcare industry, particularly as a Medical Virtual Assistant. She has handled tasks like scheduling patient appointments, managing prior authorizations, and handling patient charts. Her advanced skills in medical informatics and records research make her well-suited for roles that require a deep understanding of healthcare processes.

2. Leadership and Supervisory Roles: Ana has held supervisory positions in BPO settings, where she was responsible for monitoring team performance, providing feedback, and conducting final interviews. Her experience in leadership roles demonstrates her capability in managing teams and ensuring operational efficiency.

3. Customer Service Expertise: Her extensive background in customer service across multiple industries, including telecommunications, banking, and insurance, shows her versatility. She has handled complex customer interactions, including technical support, collections, and corporate account management.

4. Advanced Skills: Ana possesses advanced skills in data entry, administrative support, virtual assistant duties, and customer service. These skills are crucial for any role that requires meticulous attention to detail and the ability to manage multiple tasks effectively.

• Proactivity, assertiveness, and sense of urgency in driving to reach personal goals. Openly challenges the world. Independent in putting forth their own ideas, which are often innovative and, if implemented, cause change
• Resourcefully works through or around anything blocking completion of what they want to accomplish; aggressive when challenged.
• Proactively connects quickly to others; open and sharing. Builds and leverages relationships to get work done.

• Ana has been working for 11 years in different companies in BPO, Healthcare, and Medical industries.  She handled different positions such as Medical Virtual Assistant, Customer Service Representative, Medical Specialist, Collection Customer Advocate, Corporate Account Specialist, and Technical Support. She studies Nursing for 4 years. She started working as a Customer Service Representative back in 2010, but pursued her freelancing last year. She also catered to a client in the US. She supported the following tasks:
  • Patients Scheduling
  • Handle information of patience in the database
  • Data entry
  • Customer Service
  • Process credit cards and bank accounts
  • Technical Support
• She is passionate about coaching and mentoring new employees.
• She is proficient in different systems such as Slack, CPS, Zendesk, and Microsoft tools.
• Ana is available to start immediately and she is amenable to working the day shift for any part-time or fulltime position.

• Proactivity, assertiveness, and sense of urgency in driving to reach personal goals. Openly challenges the world. Independent in putting forth their own ideas, which are often innovative and, if implemented, cause change
• Resourcefully works through or around anything blocking completion of what they want to accomplish; aggressive when challenged.
• Proactively connects quickly to others; open and sharing. Builds and leverages relationships to get work done.

• Judith is a Computer Science graduate and has 20+ years of experience. Her career started when she was employed in a hotel resort as a Front Office cum Cashier and was promoted to Accounting-in-charge. She also joined an insurance company as a Data Encoder for 4 years. Since 2014, she has been an ESL online teacher to Chinese adult students on a flexible schedule. Simultaneously, she got hired in a BPO as a Customer Service Representative assigned to an education campaign.
• Over the years, she became well-versed in performing the following:
  • Online teaching
  • Accounts receivable
  • People management
  • Encoding patient information
  • Proctoring and monitoring student's exam
  • Customer support via phone
  • Student technical assistance
• As a Data Encoder, she
  • Accurately input and update data into the company database;
  • Conduct regular data quality checks to ensure accuracy and completeness; and
  • Collaborate with team members to streamline.
• She is adept with Slack, Zoho, Twilio, Zoom, GoTo Meeting, Canva, Microsoft Office Apps (Word, Excel, Teams, Outlook), and Google Spreadsheets.
• She can start immediately.
• She is amenable to a morning or mid-shift, part-time or full-time position.

• Comfortably fluent and fast talk, in volume. Enthusiastically persuades and motivates others by considering their point of view and adjusting delivery.
• Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations.
• Risk-taking and focus on future goals; more concerned with the future than the past. Adaptable, operates flexibly.

Judith is a confident, independent self-starter with competitive drive, initiative, a sense of urgency, and the ability to make decisions and take responsibility for them. Can react and adjust quickly to changing conditions and come up with ideas for dealing with them.

Their drive is purposeful, directed at getting things done quickly. This individual responds positively and actively to challenge and pressure, and has confidence in their own ability to handle novel problems and people. An outgoing, poised person, a lively and enthusiastic communicator, tending to be a little more authoritative than persuasive in style. Talks briskly, with assurance and conviction and is a stimulating influence on others, while being firm, direct, and self-assured in dealing with them.

Julius have over 8 years of experience in customer service. Working in the BPO, retail and real estate industry. He graduated with a degree in Information Technology. His responsibilities include:

• Responding to customer inquiries and concerns
• Assisted credit users regarding their disputes, charges, and payments
• Processed orders through the food delivery app

After 5 years in the BPO industry, Julius then started working remotely for US-based clients where he did cold calling and appointment setting

He worked for a car dealership company where he assess the car value and provided offers to clients in purchasing their second-hand cars

Processed payment for sales

Cold potential clients who may be interested to rent a property

Assisted tenants with concerns regarding maintenance, lease processing and renewal

He is open for both part-time and full-time positions and is available to start immediately
 

Predictive Index Behavioral Profile - Promoter

Strongest Behaviors:

• Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
• Teaches and shares; often working collaboratively with others to help in any capacity.
• Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.

Julius is an outgoing, talkative, very friendly individual, a lively and stimulating communicator. A good mixer who is poised, active and responsive in social situations.

The complete extravert; informal and uninhibited in his behavior; understands people well and is capable of using that understanding to gain the friendship and cooperation of others. It is important to him to be liked and accepted, and he expresses himself to individuals or groups with warmth and enthusiasm. Easily understands and accepts other viewpoints, ideas, and feelings, and can be effective at getting diverse groups to come together and collaborate.

• Albert has an extensive 12-year career in the BPO industry, spending 7 years as a Service Desk Analyst and 5 years as a Technical Support Representative, handling telecommunications and insurance accounts. He specialized in assisting customers from the United States and Australia. Notably, Albert's long-standing commitment to his previous employers led to him becoming a trusted expert in his field. He also took on the role of training new staff members to help them succeed.

• Albert is adept at performing the following tasks:

  • Customer Assistance (support for both software and hardware systems)
  • Ticket queue management
  • Troubleshooting includes network password reset 
  • Issue Resolution (providing step-by-step instructions via call, chat, or remote access)
  • Email  management
  • Creation of support documentation and training materials
  • IT operations
• He is proficient in using tools such as Bomgar, ServiceNow, MS 365, MS Azure, VMWare, Avaya, Citrix, and Zendesk.
• In terms of his administrative expertise, he possesses proficiency in MS 365, MS Intune, ServiceNow, VMware, and Active Directory.
• He has received training in Business Process Modeling (BPM) and Business Process Improvement (BPI), and holds certification in Information Technology Infrastructure Library (ITIL Version 3)
• Albert is available to start immediately and is amenable to working any shift for any full-time or part-time position.

Predictive Index Behavioral Profile - Scholar

Strongest Behaviors

• Detail-oriented and precise; follow-through is deep and literal to ensure tasks are completed in accordance with quality standards.
• Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.

Behavioral Summary

Albert is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough, and very focused on their responsibilities. Albert is always sincere and cautious, he thoughtfully weighs multiple options before making a decision. He thinks through not only the options, but also the implications of those options, the possible implementation problems, and solutions to those problems. Given his keen analytical mind and desire to make the right decision the first time, he will rely heavily on his knowledge and experience when making decisions, and will thoroughly research when he feels he needs additional knowledge.

• Matthew has been working for 7 years in different companies in BPO industry. He handled different positions such as Speech Transcriptionist, Technical Support Representative, and Customer Service Representative. He started working as a Customer Service Representative back in 2016. He supported the following tasks:
  • Data entry 
  • Admin
  • Customer Service
  • Transcriptionist
  • Technical Support
  • Trouble shoot 
  • Ticketing
  • Email support
• He is proficient in systems such as CRM, ITC, and Microsoft tools.
• Matthew is available to start immediately and she is amenable to working the day shift for any part-time or fulltime position.

• Focused on goals and the people needed to get there, not details or plans; frequently delegates details.
• Risk-taking, daring, and focus on future goals; this individual is more concerned with where they’re going than either how they’ll get there, or where they’ve been. Adaptable, operates flexibly.
• Fluent, enthusiastic, and comparatively frequent in communication; a motivator who pays attention to others’ points of view.

• Emi has over three years of experience in the BPO industry, transitioning successfully to an online career, running 7 years now. Her background as a Senior Customer Service Representative, Technical Service Representative, and Fashion Consultant demonstrates her ability to handle customer inquiries, process orders, manage subscriptions, and provide technical support effectively. Emilyn's dedication to customer satisfaction is evident through her roles servicing US & UK clients where she managed customer relationships and ensured seamless service delivery.
  
  Her experience spans multiple industries, including healthcare, technology, and fashion. Her proficiency in CRM software such as Shopify, Zendesk, Tidio, Google Apps, and Microsoft Office, combined with her excellent customer retention strategies, makes her a valuable asset.
• Successfully managed customer subscriptions and retention, significantly reducing subscription cancellations.
• Provided technical support for diverse product lines, enhancing customer satisfaction and loyalty.
• Leveraged CRM tools to streamline customer service operations and improve response times.
•  
• Customer Service Skills:
  • Exceptional communication and problem-solving abilities.
  • Strong customer retention and relationship management.
  • Phone and email management
  • Customer Satisfaction
  • Process Replacements and Refunds
•  
• Technical Skills:
  • Proficient in Shopify, Zendesk, Amazon Seller, Tidio, Google Apps, Microsoft Office.
  • Experienced in managing websites and providing technical support.
  • Technical Support
• She is available to start immediately for Part-Time or Full-Time roles.
• Predictive Index Behavioral Profile - Operator
  
  Strongest Behaviors
  Unhurried and deliberate, stable and will do things using the established process; finds it difficult to change these systems. Dependable, consistent and needs familiar environments and coworkers to be most productive.
  Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
  Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
  Behavioral Summary
  Helpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, they will work within those standards to ensure repeated successes and high-quality results. Emilyn has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner. Prefers having, and following, a well thought-out process to ensure success. If they are responsible for establishing the process, they will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, they’ll expect that the process be followed consistently.

• Maylee has been working for almost 7 years in the business process outsourcing industry handling telecommunications and travel accounts where she performed the following roles:
  • Senior Associate /Travel Expert
  • Travel Consultant
  • Subject Matter Expert
  • Quality Analyst
  • Customer Service Representative
  • Sales Representative
  • Billing Representative
• She handled travel accounts for almost 6 years where she handled the following tasks:
  • Ticketing and reservations
  • Booking
  • Handle corporate travels
  • Process re-accomodation, schedule changes, cancellations and refunds
  • General customer service
• She consider herself as an expert using Sabre native and Red, Amadeus and farelogix.
• She can is currently rendering, can start by May 30 onwards, amendable working any shifts and open to any full-time or part-time role.

• Places high value on “the book,” and/or professional background, which will be followed exactly to protect the company against risk.
• Very cautious and conservative; faithfully follows a well-established, well-proven plan to ensure success; will generally not act without one. Does the homework before taking action, will find supporting proof and verify it.
• Detail-oriented with perfectionist tendencies; works best with a well-defined, proven team for which this individual can produce thorough and high-quality work and decisions based on solidly quantifiable data.

• Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.

Maylee is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.

Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Maylee, who takes responsibilities very seriously.

With experience and/or training, Maylee will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and Maylee is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.

• Jonica has been working for 5 years in different company from BPO industry and handled different positions such as Customer Service Representative, and Claims Assistant. She started working as a Customer Service Representative back in 2017 but pursued her homebased career in 2021 and worked as a Virtual Executive  Assistant. She catered US client and supported the following task:
  • Customer Service
  • Inbound calls and outbound calls
  • Chat support
  • Processing of claims
  • Calendar management
  • Admin task
  • Email management
• She is proficient in Gsuite, Slack, Salesforce, Expensify, ClickUp, and Openphone.
• Jonica is available to start immediately and is amenable to working a day shift schedule for any full-time position.

• Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
• Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
• Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome. 

• Norland has a bachelor's degree in Foreign Science.
• He has almost 9 years professional working experience in the Visa Consultancy and Business process outsourcing industries handling travel accounts where he performed the following roles:
• Travel Consultant
• Travel Experience Agent
• Quality Assurance Analyst
• Operations Team Lead 
• Senior Operations Supervisor
• Travel Experience Team Lead