Customer Service Specialist

8X8 PHILIPPINES, INC.; Manila; Hybrid; PHP 480,000 - 640,000; Full time

Job summary

8X8 Philippines, Inc. is seeking a Customer Service Specialist on the Local Number Portability (LNP) team to coordinate the porting of telephone numbers for large customers and partners, ensuring zero downtime and a smooth transfer process.

You will work cross-functionally with providers, provisioning teams, and end users, leveraging AI-enabled tools and CRM/knowledge management systems to maintain accurate port status and deliver exceptional service.

Qualifications

• 2-3 years of experience in a Customer Support/Customer Service role.
• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
• Familiar with telecommunications terms and infrastructure.
• Excellent written and spoken English language skills.
• Experience with CRM systems and knowledge management solutions.

Responsibilities

• Coordinate, track and complete multiple porting projects with zero downtime for customers.
• Serve as a liaison between providers, provisioning, partners, and end users for porting requests.
• Work with local exchange carriers and international carriers to facilitate number transfers.
• Monitor port requests from inception to completion.
• Enable ported telephone numbers.
• Assist with Virtual Contact Center Provisioning activities as needed.
• Troubleshoot and resolve escalations from customers, sales, and other support teams.
• Assist with training duties.

Skills

AI-enabled tools

2-3 years CS experience

CRM systems

Client facing

Cross-functional

Telecom terms

Interpersonal skills

MS Excel

Billing basics

English proficiency

Tools

CRM software

Knowledge management

Job description

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

The Customer Service Specialist, part of the Local Number Portability (LNP) team, enables consumers to transfer their existing telephone number (traditional or Internet-based) from one phone service provider to another. With 8x8 Internet Phone Service, customers can request the portability service free of charge at any time during the initial order process or even after they have become an 8x8 subscriber, as long as they maintain phone service for the number they want to transfer.

As a Customer Service Specialist, you will ensure the highest level of customer satisfaction by successfully coordinating the porting of LNP projects for 8x8s larger customers and partners. You will balance a variety of responsibilities and communicate effectively across multiple groups while exemplifying 8x8 core values.

Responsibilities

• Effectively coordinate, track and complete multiple porting projects with zero downtime for our customers
• Serve as a liaison between our providers, Virtual Contact Center Provisioning, partners, and end users for porting requests
• Work closely with 8x8's underlying local exchange carriers (LEC) and international carriers to facilitate phone number transfers
• Monitor port requests from inception to completion
• Enable ported telephone numbers
• Assist with Virtual Contact Center Provisioning activities and duties as needed
• Troubleshoot and resolve escalations from customers, sales, and other support teams through phone, chat, cases, and/or e-mails
• Assist with training duties

Qualifications

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
• 2-3 years of experience in a Customer Support/Customer Service role
• Customer Service Management (CRM) systems and knowledge management solutions expertise
• Proficient with a client facing role
• Ability to work across teams and across all levels of the organization
• Familiar with telecommunications terms and infrastructure
• Interpersonal skills and character to build trust and maintain credibility
• Expertise in managing and tracking databases using MS Excel
• Understanding of basic billing concepts
• Excellent written and spoken English language skills

Work Arrangement:

Hybrid — 2 days in-office per week. Schedule: Monday–Friday, 12:00 AM – 9:00 AM (Philippines time).

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

View the Participant Poster in English and Español.

View the Right to Work Poster in English and Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at @8x8.com (Include “Reasonable Accommodation” in the subject line)

Our Job Applicant Privacy Notice can be found here.

Learn more on our company website at www.8x8.comfollow our pages on LinkedIn, Twitter, Facebook and Instagram.