Customer Service Representative (Telco/ISP)

MBM Information Technology Consulting; Pasig; Hybrid; PHP 223.000 - 357.000; Vollzeit

Zusammenfassung

Triforce Infrastructure Operations is seeking a Customer Service Representative to join our support team. You will be the first point of contact for customers, delivering prompt, professional help and clear communication.

This full-time role follows a rotational shift schedule, including nights, weekends, and holidays. You will collaborate with senior teams to resolve inquiries, document interactions, and provide timely updates in a fast-paced 24/7 environment.

Qualifikationen

• 6 months of customer service or support experience.
• Strong English reading, writing, and speaking skills.
• Ability to explain technical concepts in simple, customer-friendly language.
• Basic problem-solving and analytical skills.

Aufgaben

• Provide prompt, professional, customer-focused assistance.
• Assist with customer inquiries, incidents, and requests.
• Escalate issues to the correct teams when needed.
• Document all customer interactions clearly and accurately.
• Notify customers about outages, service updates, and resolution progress.
• Work in a fast-paced 24/7 operational environment.
• Perform basic troubleshooting and gather required information for higher-level teams.

Kenntnisse

Customer service

Communication skills

English proficiency

Troubleshooting basics

Multitasking

Team player

Attendance & punctuality

Jobbeschreibung

About the business

Triforce Infrastructure Operations is a mid-sized Managed Services, Hosting & Telecommunications provider. Privately owned and 100% Australia based, with a focus on providing services and solutions to large enterprise & government organizations.

Job Description

We are looking for a Customer Service Representative (CSR) to join our support team. As the first point of contact for customers, you will provide prompt, professional, and customer-focused assistance. You will work closely with senior support staff and technical teams to ensure efficient handling of customer inquiries, incidents, and requests.

This is a full-time position that follows a rotational shift schedule, including nights, weekends, and holidays.

• A self-motivated team player with strong communication skills.
• Courteous, enthusiastic, customer-oriented, assertive, and motivated.
• Ability to respond promptly to customer inquiries, issues, and service requests.
• Capable of categorizing concerns and escalating them to the correct teams when needed.
• Proactively works on open cases, providing updates and ensuring follow-through.
• Able to prioritize urgent issues based on customer business impact.
• Documents all customer interactions clearly and accurately.
• Notifies customers about outages, service updates, and resolution progress.
• Comfortable supporting teams in a fast-paced 24/7 operational environment.
• Must have a reliable internet connection for remote or hybrid work arrangements.
• Perform basic troubleshooting and gather required information to assist higher-level teams.

Skills and Experience

• At least 6 months of customer service or support experience (BPO, telco, helpdesk, or technical support experience is a plus).
• Familiarity with basic IT or network concepts (e.g., connectivity issues, basic troubleshooting) is beneficial but not required.
• Strong communication and customer service skills.
• Ability to explain technical concepts in simple, customer-friendly language.
• Basic problem-solving and analytical skills.
• Ability to multitask, prioritize work, and manage customer expectations.
• Strong English reading, writing, and speaking skills.
• Excellent attendance, punctuality, and self-management.
• Willing to work in shifting schedules, including weekends and holidays.
• Willingness to learn and grow in a technical support environment.