Customer Service Representative

ProbeGroup Philippines Inc.; Taguig; Hybrid; PHP 279,000 - 390,600; Full time

Job summary

ProbeGroup Philippines Inc. is seeking enthusiastic individuals to engage with mobile customers through voice or live chat. Responsibilities include providing accurate service information, assisting with account updates, and addressing billing concerns. Ideal candidates will ensure customer satisfaction by adhering to policies and resolving issues efficiently.

Join a dynamic team where you will have opportunities to contribute to projects that enhance customer experiences and collaborate with innovative brands.

Qualifications

• Strong communication skills for interacting with customers.
• Ability to handle inquiries and resolve issues effectively.
• Familiarity with mobile services and self-service options.

Responsibilities

• Interact with mobile customers thru voice or livechat.
• Provide accurate information about plans and services.
• Assist in activating or cancelling customer services.
• Help customers with account set up and updates.
• Answer basic troubleshooting and billing concerns.
• Obtain and record complaint details.
• Refer unresolved grievances to appropriate departments.
• Review policies to ensure compliance when resolving issues.
• Cross-sell and promote additional products and services.
• Provide an excellent customer experience.

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 with the account's goals and policies.

Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.