Customer Service Representative – Entertainment, Media & Telco | Cebu Site!

Work Avenue and Business Solutions Incorporated; Cebu City; On-site; PHP 223,000 - 312,000; Full time

Job summary

Work Avenue and Business Solutions Incorporated in Cebu City, Philippines, is hiring a customer service representative to handle inbound inquiries related to entertainment, media, and telecommunications products and services.

You will resolve billing, technical and account issues, provide accurate product information, document interactions, and strive to meet customer satisfaction metrics in a fast-paced onsite environment.

Qualifications

• One year of Telco customer service experience.
• SHS graduate required.
• Strong verbal and written communication skills.
• Willing to work onsite and on shifting schedules, including weekends and holidays if required.

Responsibilities

• Handle inbound calls, emails, or chat related to entertainment, media, and telecom products/services.
• Resolve billing, technical, account management, subscriptions, and service requests.
• Provide accurate information about products, services, promotions, and policies.
• Troubleshoot basic service and technical issues; escalate when needed.
• Maintain accurate customer records by documenting interactions in the system.
• Meet or exceed performance metrics: CSAT, QA, attendance, productivity.

Skills

Telco CS experience

Education

SHS or High School

Job description

Responsibilities:

• Handle inbound customer calls, emails, or chat inquiries related to entertainment, media, and telecommunications products and services.

• Resolve customer concerns regarding billing, technical issues, account management, subscriptions, and service requests.

• Provide accurate information about products, services, promotions, and company policies.

• Troubleshoot basic service and technical issues while ensuring timely resolution or proper escalation when necessary.

• Maintain accurate customer records by documenting interactions in the company's system.

• Meet or exceed performance metrics, including customer satisfaction, quality assurance, attendance, and productivity targets.

• Ensure compliance with company policies, procedures, and data privacy standards.

• Deliver excellent customer service by building rapport and providing effective solutions during every interaction.

Qualifications

• Must have at least one (1) year of Telco customer service experience.

• Completed Senior High School (SHS) or High School Graduate (Old Curriculum).

• Must possess B2 (Upper Intermediate) English communication proficiency.

• Strong verbal and written communication skills.

• Excellent problem-solving and customer service skills.

• Willing to work onsite and on shifting schedules, including weekends and holidays if required.

• Able to work in a fast-paced environment and handle multiple customer concerns efficiently.