Customer Service Representative - Telco Account (On-site)

Private Advertiser; Philippines; On-site; PHP 335,000 - 502,000; Full time

Job summary

Private Advertiser in the Philippines is seeking a customer support specialist with a Telco background to assist callers and resolve issues. You will empathize with frustrated customers, verify identities, document transactions, and use knowledge bases to provide value‑based solutions while navigating multiple systems.

There are opportunities to upsell or cross‑sell products and services and to earn commissions based on performance.

Qualifications

• Background in telecommunications is required.
• Excellent verbal and written communication skills.
• Ability to multitask while navigating multiple systems.

Responsibilities

• Handle inbound customer inquiries and provide effective solutions.
• Empathetically assist customers who may be frustrated or upset.
• Verify customer identities and protect private information during the call.
• Document all transactions clearly in the appropriate software systems.
• Maintain up-to-date product knowledge to offer value-based solutions.
• Navigate knowledge articles and systems to locate the proper process for each scenario.
• Multitask by communicating with customers while using several systems.

Skills

Telco experience

Empathy

Customer support

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.