Customer Service Specialist

8x8 International Philippine Branch Office; Manila; Hybrid; PHP 279,000 - 558,000; Full time

Job summary

8x8 is seeking a Customer Service Specialist for the Local Number Portability (LNP) team in Manila. You will coordinate porting projects, liaise with carriers and internal teams, and ensure smooth transfers for customers and partners. Strong English, telecom knowledge, and client-facing skills are essential.

The role involves hybrid work with 2 days in-office weekly, Monday–Friday shifts, and duties across training and escalation management to maintain high customer satisfaction.

Qualifications

• Experience using AI-enabled tools to improve efficiency and collaboration.
• 2–3 years in a Customer Support/Service role.
• Familiar with CRM systems and knowledge management solutions.
• Able to work in a client-facing role.
• Able to collaborate across teams and levels.
• Familiar with telecommunications terms and infrastructure.

Responsibilities

• Coordinate, track, and complete multiple porting projects with zero downtime.
• Serve as liaison between providers, provisioning, partners, and end users for porting requests.
• Work with LECs and international carriers to facilitate number transfers.
• Monitor port requests from start to finish.
• Enable ported telephone numbers.
• Assist with Virtual Contact Center provisioning activities as needed.
• Troubleshoot escalations via phone, chat, cases, and emails.

Skills

AI-enabled tools

Customer support experience

CRM systems

Client facing

Cross-functional collaboration

Telecom concepts

Interpersonal skills

MS Excel

Billing concepts

English proficiency

Tools

MS Excel

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)

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