Customer Service for Wireless - Mobile Telecommunications Account

TORCH Solutions; Davao City; On-site; PHP 240,000 - 360,000; Full time

Job summary

TORCH Solutions is seeking a dedicated Customer Service Representative for Wireless – Mobile Telecommunications to join our call centre team in Davao City. This full-time role involves handling calls, emails and chats, resolving inquiries, and ensuring customer satisfaction with mobile plans and services.

You will document interactions, strive for first-call resolution, and participate in ongoing training to maintain service excellence.

Qualifications

• Proven experience in customer service or call centre environment.
• Excellent verbal and written English communication.
• Strong listening and empathy skills.
• Multi-tasking ability and capacity to handle high call volumes.
• Problem-solving mindset with focus on first-call resolution.
• Patience and composure when dealing with difficult customers.
• Flexibility to work weekends and holidays.

Responsibilities

• Respond to calls, emails and chat inquiries related to mobile services.
• Process account inquiries, billing questions, activation and plan changes.
• Troubleshoot issues and guide customers on wireless services.
• Document interactions accurately in the company system.
• Escalate complex issues to appropriate departments.
• Provide product information and recommendations on plans and services.
• Handle complaints with empathy and aim for swift resolution.
• Meet or exceed performance targets (e.g., call handling, FCR, CSAT).
• Comply with policies, procedures and QA standards.
• Participate in ongoing training to improve knowledge and skills.

Skills

Customer service

Communication skills

Empathy

Active listening

Multitasking

Problem solving

Patience

Education

High school diploma or equivalent

Job description

We areseeking a dedicated Customer Service Representative for Wireless - Mobile Telecommunications Account to join our dynamic call centre team. This is a full-time position based in Davao City, Davao del Sur. In this role, you will be the voice of our company, providing exceptional support to mobile telecommunications customers whilst managing their enquiries, resolving issues and ensuring satisfaction. You will play a crucial part in maintaining customer loyalty and upholding TORCH Solutions' reputation for outstanding service excellence in the telecommunications industry.

Key responsibilities

• Respond to incoming customer calls, emails and chat inquiries related to mobile telecommunications services with professionalism and courtesy

• Process customer requests including account inquiries, billing questions, service activation and plan modifications

• Troubleshoot technical issues and provide guidance to customers experiencing problems with their wireless services

• Document all customer interactions accurately in the company system, ensuring complete and detailed records

• Identify and escalation complex or unresolved issues to appropriate departments or supervisors

• Provide product information and recommendations to customers regarding mobile plans, features and services

• Handle customer complaints with empathy and work towards swift resolution to maintain satisfaction levels

• Meet or exceed performance targets including call handling times, first-call resolution rates and customer satisfaction scores

• Comply with company policies, procedures and quality assurance standards

• Participate in ongoing training and development to enhance product knowledge and customer service skills

What we're looking for

• Proven experience in a customer service or call centre environment, preferably within the telecommunications or mobile industry

• Excellent verbal and written communication skills in English, with the ability to explain complex technical concepts in simple terms

• Strong listening and empathy skills with the ability to understand customer needs and concerns

• Multi-tasking ability and capacity to handle high call volumes whilst maintaining quality

• Problem-solving mindset with a focus on achieving first-call resolution wherever possible

• Patience and composure when dealing with difficult or frustrated customers

• Ability to work flexible shifts, including weekends and holidays as required by the business

• High school diploma or equivalent qualification required

• Knowledge of mobile telecommunications services, plans and products is advantageous