Cable Account Agents - Cebu City

TalentSync Training and Development; Cebu City; On-site; PHP 201,000 - 279,000; Full time

Job summary

TalentSync Training and Development in Cebu City is seeking a Cable Account Agent to be the frontline contact for cable service customers. You will handle account inquiries, billing questions, and basic technical support within a fast-paced call center.

This full-time role emphasizes accuracy in documentation, meeting performance metrics, and promoting service bundles. Strong communication and empathy are essential, with shift-based hours including evenings and weekends.

Qualifications

• Proven experience in customer service or call center roles.
• Excellent verbal and written communication with customers at all levels.
• Strong listening skills, empathy, and problem-solving ability.

Responsibilities

• Handle incoming/outgoing calls for cable service inquiries and issues.
• Process billing inquiries, service upgrades, cancellations; update accounts.
• Provide technical support and troubleshoot cable service problems.
• Document customer information accurately in the system.
• Meet or exceed performance metrics like call handling time and CSAT.
• Follow policies and protect customer data and confidentiality.
• Cross-sell and promote cable packages and promotions.
• Maintain professionalism during high call volumes.

Skills

Customer service

Call center experience

Communication skills

Active listening

Empathy

Problem solving

Multitasking

Shift work

Education

High school diploma

Job description

We are seeking for Cable Account Agents to join our dynamic customer service team in Cebu City. This is a full-time position where you will be the essential point of contact for our cable service customers, handling account inquiries, technical support, billing queries and service requests. Working within our Call Centre & Customer Service division, you will play a vital role in maintaining customer satisfaction and retention whilst representing our brand values with professionalism and enthusiasm. This role is based in Cebu City, Central Visayas, and offers the opportunity to develop your customer service expertise in a fast-paced, supportive environment.

Key responsibilities

• Managing incoming and outgoing customer calls with professionalism and efficiency, addressing cable service inquiries and resolving customer concerns on the first contact where possible

• Processing account transactions including billing inquiries, service upgrades, cancellations and account updates whilst maintaining accuracy and adhering to company procedures

• Providing technical support and troubleshooting guidance to customers experiencing cable service issues, escalating complex problems to specialist teams when necessary

• Collecting and documenting customer information accurately within the computer system, ensuring all interactions are properly recorded for quality assurance and audit purposes

• Meeting or exceeding performance metrics including call handling time, call quality standards, customer satisfaction ratings and adherence to schedules

• Following company policies and procedures whilst maintaining confidentiality and data protection compliance throughout all customer interactions

• Cross-selling and promoting cable service packages, bundles and promotional offerings to customers as appropriate

• Maintaining professional composure and delivering exceptional customer service even during high call volumes or challenging customer situations

What we're looking for

• Proven experience working as a customer service representative or cable account agent, ideally within a call centre or telecommunications environment

• Excellent verbal and written communication skills with the ability to articulate information clearly and professionally to customers at all levels

• Strong active listening skills and empathy, with the ability to understand customer needs and provide tailored solutions

• Ability to work efficiently under pressure, managing multiple tasks simultaneously whilst maintaining accuracy and attention to detail

• Problem-solving skills with the capacity to think critically and resolve customer issues in a timely manner

• Flexibility to work in a shift-based environment including evenings, weekends and public holidays as required

• Filipino or native English speaker with excellent fluency; additional language skills are advantageous

• High school diploma or equivalent qualification as a minimum requirement