Customer Service Representative - Telco Account (On-site)

Private Advertiser; Mandaluyong; On-site; PHP 279,000 - 502,000; Full time

Job summary

Private Advertiser is seeking a customer support representative with a strong Telco background to handle inbound inquiries and provide empathetic, value-based solutions. You will verify identities, document interactions in the system, and navigate multiple tools to resolve issues and activate services.

Candidates should be comfortable with upselling or cross-selling products/services as part of incentives, while maintaining privacy and security of customer data across all channels.

Qualifications

• Candidate must have Telco background and experience.
• Empathetically communicate with customers who may be frustrated, upset, and/or irate about their reason for calling.
• Verify customers identity, thoroughly and keep private identifying information confidential with caller until verification is complete.
• Provide customer support solutions to client's customers through inbound communication channels.
• Clearly document all transactions in the relevant software systems.
• Maintain a high level of program and product knowledge to provide the best value-based solutions to the customer.
• Navigate through numerous knowledge articles and systems to locate the process for each scenario.
• Multitask – communicate with customer while navigating through multiple systems at once.
• Minimal troubleshooting of products/services.
• Connecting and/or fixing product services
• Support activation services for devices or services as needed.
• Incentive! – While providing the customer with world class support, there will be opportunities to earn commission by upselling or cross-selling products/services.

Responsibilities

• Provide front-line inbound customer support for telco products and services.
• Verify customer identities and protect confidential information.
• Document all interactions clearly in the CRM/software systems.
• Offer knowledge-based solutions and upsell/cross-sell where appropriate.
• Navigate multiple systems to resolve customer issues and complete activation tasks.

Skills

Telco background

Customer empathy

Inbound support

Documentation

Knowledge base navigation

Upselling / cross-selling

Identity verification

Multitasking

Job description

Job Description

• Candidate must have Telco background and experience

• Empathetically communicate with customers who may be frustrated, upset, and/or irate about their reason for calling. (90% of customers are dealing with errors. They will most likely be disheartened and impatient when communicating.)

• Verify customers identity, thoroughly and keep private identifying information confidential with caller until verification is complete.

• Provide customer support solutions to client's customers through inbound communication channels.

• Clearly document all transactions in the relevant software systems.

• Maintain a high level of program and product knowledge to provide the best value-based solutions to the customer.

• Navigate through numerous knowledge articles and systems to locate the process for each scenario.

• Multitask – communicate with customer while navigating through multiple systems at once.

• Minimal troubleshooting of products/services.

• Connecting and/or fixing product services

• Support activation services for devices or services as needed.

• Incentive! – While providing the customer with world class support, there will be opportunities to earn commission by upselling or cross-selling products/services.