Customer Service Representatiive

Gratitude Philippines; Manila; On-site; PHP 279,000 - 335,000; Full time

Benefits offered by this job

Competitive pay

Incentives & recognition

Paid training

Career growth

Support programs

Collaborative environment

Job summary

Gratitude Philippines is seeking a Telco Customer Service Representative to support a leading telecommunications account. You will handle customer inquiries, billing concerns, and technical coordination, delivering exceptional service in a fast-paced BPO environment.

The role requires strong English communication, a customer-focused mindset, and the ability to multitask across CRM tools with adherence to policies and KPIs.

Qualifications

• Senior High School graduate as minimum requirement.
• Associate or College degree also acceptable.
• Excellent verbal and written English communication required.
• Strong customer service orientation and interpersonal skills.
• Basic computer navigation and typing proficiency.
• Willingness to work shifting schedules, weekends and holidays if required.

Responsibilities

• Handle inbound and/or outbound customer interactions professionally.
• Resolve customer concerns related to telecommunications products and services.
• Assist with billing inquiries, account updates, plan changes, and service activation.
• Document customer interactions accurately using CRM systems.
• Follow policies, procedures and compliance standards.
• Meet or exceed KPIs including quality, productivity, customer satisfaction, and attendance.
• Collaborate with team members and other departments to resolve issues promptly.
• Stay informed about product updates and service offerings.

Skills

English proficiency

Customer service

Typing

Multitasking

Attention to detail

Shift flexibility

CRM familiarity

Telecom account experience

Education

Senior High School

Associate degree

College degree

Job description

Telco Customer Service Representative (CSR)

Location: Taguig/McKinley

Salary Package: 25000 - 30000 Monthly

Employment Type: Full-Time

Start Date: July 15 & July 26

Job Overview

We are seeking customer-focused, results-driven professionals to join our growing Customer Service team supporting a leading telecommunications account. This role is ideal for individuals who are passionate about delivering exceptional customer experiences while working in a dynamic, fast-paced BPO environment.

As a Telco Customer Service Representative, you will serve as the primary point of contact for customers, providing timely and professional assistance with account inquiries, billing concerns, service requests, technical support coordination, and general product information. Successful candidates demonstrate strong communication skills, problem-solving abilities, empathy, and a commitment to customer satisfaction.

Key Responsibilities

• Handle inbound and/or outbound customer interactions in a professional and courteous manner.
• Resolve customer concerns related to telecommunications products and services.
• Assist customers with billing inquiries, account updates, plan changes, and service activation.
• Accurately document customer interactions using internal systems and CRM tools.
• Follow established policies, procedures, and compliance standards.
• Meet or exceed key performance indicators (KPIs), including quality, productivity, customer satisfaction, and attendance metrics.
• Collaborate with team members and support departments to ensure timely issue resolution.
• Stay informed about product updates, company policies, and service offerings.

Minimum Qualifications

• Senior High School graduate, Associate graduate, or College graduate.
• Excellent verbal and written English communication skills.
• Strong customer service orientation and interpersonal skills.
• Basic computer navigation and typing proficiency.
• Ability to multitask while maintaining accuracy and attention to detail.
• Willingness to work on shifting schedules, weekends, and holidays, if required.
• Previous BPO or customer service experience is an advantage but may not be required for select hiring classes.

Preferred Qualifications

• Experience supporting telecommunications accounts.
• Familiarity with CRM platforms and customer support tools.
• Demonstrated ability to resolve customer concerns effectively while maintaining professionalism.

What We Offer

• Competitive compensation package.
• Performance-based incentives and recognition programs.
• Paid training and continuous learning opportunities.
• Career advancement within a stable and growing organization.
• Comprehensive employee support programs.
• Collaborative and inclusive work environment.

Why Join Us?

Join a high-performing team where your contributions directly impact customer satisfaction and business success. We invest in employee development, recognize outstanding performance, and provide opportunities for long-term career growth in the BPO industry.