Customer Service for Telco Account (Cebu City)

TORCH Solutions; Philippines; On-site; PHP 180,000 - 260,000; Full time

Job summary

TORCH Solutions is hiring a Customer Service Representative for Telco Account in Cebu City. This is a full-time, on-site role where you will be the voice of our organisation, handling calls, inquiries, and billing questions with professionalism.

You will troubleshoot issues, document interactions, and strive to meet KPIs while delivering excellent customer experiences and upsell opportunities when appropriate.

Qualifications

• High school diploma or equivalent; college education is preferred.
• Experience in customer service in a call center or telecom environment.
• Excellent verbal and written communication; ability to explain complex information clearly.

Responsibilities

• Answer inbound calls about telco services, plans and billing.
• Provide accurate information on services, plans, promotions.
• Process account changes, upgrades, downgrades and cancellations.
• Troubleshoot and resolve technical issues promptly.
• Document interactions in the database and follow call center protocols.
• Maintain records and meet KPIs.

Skills

Customer service

Call center

Communication

CRM software

Education

High school diploma

Tools

MS Office

CRM

Job description

We areseeking a Customer Service Representative for Telco Account to join our growing team in Davao City. This is a full-time position based on-site in Cebu City, where you will be the voice of our organisation, delivering exceptional customer service to telecommunications clients. You will be responsible for handling inbound and outbound calls, managing customer inquiries, resolving issues, and ensuring customer satisfaction whilst maintaining the highest standards of professionalism and product knowledge.

Key responsibilities

• Answer inbound customer calls and address inquiries related to telecommunications services, products and billing
• Provide accurate information about telco services, plans, features and promotions to customers
• Process customer requests including account modifications, service upgrades, downgrades and cancellations
• Troubleshoot and resolve technical and service-related issues promptly and efficiently
• Document all customer interactions accurately in the company database and follow appropriate call centre protocols
• Manage customer complaints with empathy, professionalism and a solution-focused approach
• Identify opportunities to upsell or cross-sell relevant services based on customer needs
• Maintain detailed records of customer accounts and transactions to ensure accuracy and compliance
• Meet or exceed key performance indicators including call handling time, first-call resolution rate and customer satisfaction scores
• Participate in ongoing training and development to enhance product knowledge and service skills

What we're looking for

• High school diploma or equivalent; vocational certification or college education is preferred
• Proven customer service experience in a call centre or telecommunications environment
• Excellent verbal and written communication skills with the ability to explain complex information clearly
• Strong listening skills and the ability to empathise with customers and handle difficult situations calmly
• Proficiency with computer systems, CRM software and MS Office applications
• Ability to multitask, prioritise and work efficiently in a fast-paced call centre environment
• Attention to detail and accuracy when documenting customer information and transactions
• Patient demeanour with a positive attitude and commitment to customer satisfaction
• Flexibility to work shifts including evenings, weekends or holidays as required
• Ability to meet performance targets and contribute to team goalsKnowledge of telecommunications products and services is advantageous