Customer Experience Representative

Metacom Careers; Cagayan de Oro; On-site; PHP 2,678,000 - 3,348,000; Full time

Job summary

Metacom Careers is seeking a Customer Experience Representative for our Telecommunications Account in the Philippines. You will assist customers with their services, resolve concerns, and deliver an exceptional experience across phone, chat, or email.

The role requires strong communication, problem-solving, and the ability to multitask in a fast-paced environment, with shifting schedules including weekends and holidays. Prior BPO or telecom experience is an advantage.

Qualifications

• Excellent verbal and written communication skills.
• Customer-service oriented with strong problem-solving abilities.
• Comfortable using computers and navigating multiple systems.
• Ability to multitask and work in a fast-paced environment.
• Willing to work on shifting schedules, weekends, and holidays.
• BPO or telecommunications experience is an advantage.
• Applicants must meet the educational and experience requirements of the specific account.

Responsibilities

• Handle customer inquiries through phone, chat, or email.
• Assist customers with mobile, internet, cable, or telecommunications services.
• Provide information regarding plans, packages, promotions, billing, and account services.
• Troubleshoot basic service, connectivity, and technical concerns.
• Process service requests, upgrades, plan changes, payments, and account updates.
• Resolve customer complaints and provide appropriate solutions.
• Escalate complex technical or account concerns to the appropriate department.
• Accurately document customer interactions and transactions.
• Maintain professionalism and empathy throughout every customer interaction.
• Meet established customer satisfaction, quality, productivity, and performance targets.
• Follow company policies, procedures, and data privacy guidelines.

Skills

Excellent communication

Customer-focused

Problem-solving

Multi-channel support

Tech-savvy

Job description

We are looking for a customer-focused and highly motivated Customer Experience Representative to join our Telecommunications Account. The role involves assisting customers with their telecommunications services, resolving concerns, and providing accurate information while delivering an exceptional customer experience.

• Handle customer inquiries through phone, chat, or email.


• Assist customers with mobile, internet, cable, or telecommunications services.


• Provide information regarding plans, packages, promotions, billing, and account services.


• Troubleshoot basic service, connectivity, and technical concerns.


• Process service requests, upgrades, plan changes, payments, and account updates.


• Resolve customer complaints and provide appropriate solutions.


• Escalate complex technical or account concerns to the appropriate department.


• Accurately document customer interactions and transactions.


• Maintain professionalism and empathy throughout every customer interaction.


• Meet established customer satisfaction, quality, productivity, and performance targets.


• Follow company policies, procedures, and data privacy guidelines.

Qualifications

• Excellent verbal and written communication skills.


• Customer-service oriented with strong problem-solving abilities.


• Comfortable using computers and navigating multiple systems.


• Ability to multitask and work in a fast-paced environment.


• Willing to work on shifting schedules, weekends, and holidays.


• BPO or telecommunications experience is an advantage.


• Applicants must meet the educational and experience requirements of the specific account.