Customer Support Agents (Telco Account)

TORCH Solutions; Philippines; On-site; PHP 223,000 - 312,000; Full time

Job summary

TORCH Solutions in Cagayan de Oro, Misamis Oriental is seeking enthusiastic Customer Support Agents (Telco Account) for a full-time on-site role. You will handle inbound calls, provide service information, and resolve inquiries to ensure exceptional customer experiences in the telecommunications sector.

The ideal candidate has a high school diploma or equivalent and strong communication, listening, and problem-solving skills.

Qualifications

• Experience in customer service or call centre environments.
• Strong communication skills with a clear, professional speaking voice.
• Active listening and empathetic problem solving.
• Ability to multitask in a fast-paced setting.
• Commitment to achieving quality targets and customer satisfaction.
• Willingness to work in shifts, including evenings or weekends.

Responsibilities

• Handle inbound customer calls professionally and courteously.
• Provide accurate information on services, billing, account status, and technical support.
• Troubleshoot issues and escalate complex problems as needed.
• Process requests such as account modifications, upgrades, and billing adjustments.
• Maintain detailed records of customer interactions in the system.
• Follow scripts while maintaining a natural, conversational tone.

Skills

Customer service experience

Excellent communication

Active listening

Problem solving

Multitasking

Team collaboration

Education

High school diploma or equivalent

Job description

We are seeking enthusiastic and customer-focused Customer Support Agents (Telco Account) to join our dynamic team at TORCH Solutions in Cagayan de Oro, Misamis Oriental. This is a full-time position that plays a crucial role in delivering outstanding customer service to telecommunications clients. As a Customer Support Agent, you will be the voice of our telco partner, handling inbound calls, resolving customer inquiries, and ensuring exceptional service delivery. Your contributions will directly impact customer satisfaction and retention for one of the telecommunications industry's most important accounts.

Key responsibilities

• Handle inbound customer calls professionally and courteously, responding to inquiries, complaints, and service requests

• Provide accurate information regarding telecommunications services, billing, account status, and technical support

• Troubleshoot customer issues and elevate complex problems to appropriate departments when necessary

• Process customer requests including account modifications, service upgrades, and billing adjustments

• Maintain detailed and accurate records of all customer interactions in the system

• Follow established protocols and scripts whilst maintaining a natural, conversational tone with customers

• Meet or exceed established quality assurance standards, call handling targets, and customer satisfaction metrics

• Collaborate with team members and supervisors to identify improvement opportunities and share best practices

• Adhere to company policies, regulatory requirements, and telecommunications industry standards

• Participate in ongoing training and development programmes to enhance product knowledge and customer service skills

What we're looking for

• Proven experience in customer service or call centre environments, preferably in the telecommunications sector

• Excellent communication skills with a clear, professional speaking voice and ability to listen actively

• Strong problem-solving abilities and patience when dealing with customer concerns

• Ability to multitask effectively, manage time efficiently, and work in a fast-paced environment

• Demonstrated commitment to achieving quality targets and customer satisfaction goals

• Flexibility to work according to shift schedules, including potential evening or weekend shifts

• High school diploma or equivalent; additional certifications in customer service are advantageous

• Strong work ethic, reliability, and ability to work both independently and as part of a team

• Familiarity with telecommunications products and services is preferred but not essential