Customer Service Specialist

8x8, Inc.; Manila; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

8x8, Inc. is seeking a Customer Service Specialist in Manila to coordinate porting of Local Number Portability projects while delivering high customer satisfaction.

You will liaise with providers, VCC Provisioning, and end users across multiple teams, balancing responsibilities for porting requests and escalations. The role requires 2-3 years in customer support, telecom knowledge, and strong English skills.

Qualifications

• 2-3 years of experience in customer support or service role.
• Proficiency with CRM systems and knowledge management tools.
• Excellent written and spoken English.
• Familiarity with telecom terms and infrastructure.

Responsibilities

• Coordinate, track and complete multiple porting projects with zero downtime.
• Serve as liaison between providers, VCC provisioning, partners, and end users.
• Work with local and international carriers to facilitate transfers.
• Monitor port requests from inception to completion.
• Enable ported telephone numbers.
• Assist with Virtual Contact Center Provisioning duties as needed.
• Troubleshoot and resolve escalations via phone, chat, cases, and email.
• Assist with training duties.

Skills

AI-enabled tools

2-3 years CS

CRM skills

Client-facing

Cross-functional

Telecom basics

Interpersonal skills

Excel skills

Billing basics

English proficiency

Tools

CRM systems

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 emails
• 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.

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