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Customer Support Specialist

P

Para Xpress Technology Services Inc.

Contract
XPRESS Super App Activation and Training Center. Km 18, 5135 W Service Rd, Parañaque, Metro Manila, Philippines
Customer ServiceCustomer Oriented

Job Summary

The Customer/Driver Support Associate is responsible for conducting high-volume outbound calls to company-generated leads to support driver acquisition and customer adoption initiatives for Xpress services.

The role supports two primary campaigns:

  • Driver Acquisition (Xpress GO): Encouraging prospective drivers to attend caravan events and move forward in the onboarding funnel.
  • Customer Activation (ConneX): Promoting awareness and usage of the company’s service to interested customers.

The role requires strict adherence to approved scripts, high-quality customer engagement, accurate documentation, and compliance with all company policies. This position does not involve final verification or approval decisions but plays a critical role in lead qualification and conversion support.

Primary Objective


To maximize lead conversion efficiency by ensuring high-quality, compliant, and structured outbound communication that drives attendance (drivers) and adoption (customers) from company-generated leads.

Key Responsibilities

Driver Lead Engagement (Xpress GO)

  • Conduct outbound calls to assigned driver leads provided by the company.
  • Introduce Xpress GO program and clearly explain benefits of joining.
  • Encourage qualified drivers to attend scheduled caravan events.
  • Ask structured qualifying questions as trained.
  • Address basic inquiries and objections within approved guidelines.
  • Record accurate call outcomes, notes, and disposition in the system.
  • Ensure all required updates and documentation are properly completed and stored in designated folders or systems.

Customer Lead Engagement (ConneX)

  • Contact customer leads who have expressed interest in ConneX.
  • Present and explain ConneX service value proposition.
  • Promote usage, benefits, and next steps for activation.
  • Handle basic objections and inquiries professionally.
  • Guide customers toward service adoption without misrepresentation.
  • Log call results and customer responses accurately.

Quality, Compliance & Communication Standards

  • Strictly follow approved call scripts at all times.
  • Maintain professional, courteous, and respectful communication.
  • Ensure no misleading, exaggerated, or unauthorized statements are made.
  • Participate in regular call audits and quality assessments.
  • Accept feedback and coaching from supervisors and QA teams.
  • Ensure all call documentation is complete, accurate, and timely.

Escalation Management

  • Escalate complex inquiries, complaints, or sensitive issues to the Direct Manager or designated escalation channel.
  • Avoid making commitments outside approved policies or authority levels.


Non-Negotiables

  • Strict adherence to script and process is mandatory at all times.
  • Zero tolerance for misleading or false information.
  • 100% accurate documentation of all call activities.
  • Professional conduct in every customer and driver interaction.
  • Compliance with all company policies and training guidelines.

Qualifications

  • At least Senior High School graduate; College level preferred.
  • Experience in customer service, telemarketing, sales, or outbound calling is an advantage.
  • Strong verbal communication and persuasion skills.
  • Comfortable handling high-volume outbound calls.
  • Good listening skills and ability to handle objections.
  • Basic computer literacy (CRM tools, spreadsheets, or call systems).
  • Ability to follow structured processes and work under performance targets.