Customer Service Representative

Probe Group; Pateros; On-site; PHP 223,000 - 391,000; Full time

Job summary

Probe Group is seeking a dedicated customer support specialist to engage mobile customers via voice and livechat, providing accurate information on plans and services. You will assist in activating or cancelling services, help set up accounts, and resolve billing concerns with a customer-first approach.

In this role you will promote self-service options, document inquiries, and ensure changes resolve issues while adhering to company policies and regulatory guidelines.

Responsibilities

• Interact with mobile customers thru voice or livechat channel to provide accurate information about plans and services
• Assist in activating or cancelling their service
• Help in setting up or updating their account
• Answer basic trouble shooting and billing concerns
• Obtain complaint details
• Promote and educate customers about self-service options
• Record details of customers concern or inquiries and act in accordance to it
• Ensure that required changes are made to resolve the queries of the customers
• Refer unresolved and pending customer grievances to the concerned departments for further investigation
• Review policies and terms to ensure that we resolve issues as per regulations

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Job Summary

1.Interact with mobile customers thru voice or livechat channel to provide:

• Accurate information about plans and services

• Assist in activating or cancelling their service

• Help in setting up or updating their account

• Answer basic trouble shooting and billing concerns.

• Obtain complaint details.

• Promote and educate customers about self-service options.

2. Record details of customers concern or inquiries and act in accordance to it.

3. Ensure that required changes are made to resolve the queries of the customers.

4. Refer unresolved and pending customer grievances to the concerned departments for further investigation.

5. Review policies and terms to ensure that we resolve issues as per regulations.

6. Acquire and analyse all relevant information to evaluate validity of complaint and identify possible causes.

7. Cross sell and promote other amaysim products and services

8. Adhere to schedules.

9. Provide an excellent customer experience to mobile customers.

10. Conform withthe account's goals and policies.