Customer Support for Telco Account (CDO site)

TalentSync Training and Development; Philippines; On-site; PHP 201,000 - 312,000; Full time

Job summary

TalentSync Training and Development is seeking a dedicated Customer Support representative for a Telco Account in Cagayan de Oro, Misamis Oriental. The role involves handling inquiries via phone, email and chat, resolving billing and activation issues, and providing clear information on telco plans and promotions.

The candidate will document interactions in the CRM, assist with basic technical issues, and escalate escalations when needed.

Qualifications

• Minimum high school diploma or equivalent; vocational training or customer service certification preferred.
• 1+ year of experience in a customer service, call centre or telecommunications support role.

Responsibilities

• Respond to customer inquiries via phone, email, chat and other channels in a timely and professional manner.
• Address concerns related to billing, service activation, technical issues, account management and telecom products.
• Provide accurate information about telco plans, features, promotions and services.
• Document interactions and account details in the CRM for follow-up.
• Troubleshoot basic issues and escalate complex problems to technical teams.

Skills

Customer service

Active listening

Communication

CRM software

Problem solving

Education

High school diploma

Tools

CRM software

Job description

About the role

We are looking for a dedicated and customer-focused Customer Support for Telco Account to join our growing team at our Cagayan de Oro site. This is a full-time position based in Cagayan de Oro, Misamis Oriental. In this role, you will be the voice of our organisation, providing exceptional support to telecommunications customers whilst managing their inquiries, concerns and service requests efficiently and professionally. This position is critical to maintaining customer satisfaction and loyalty, directly contributing to the success of our telco account operations.

Key responsibilities

• Respond to incoming customer inquiries via phone, email, chat and other communication channels in a timely and professional manner
• Address customer concerns related to billing, service activation, technical issues, account management and general telecommunications products and services
• Provide accurate information about telco plans, features, promotions and service offerings to assist customers in making informed decisions
• Document customer interactions and account details accurately in the customer management system for future reference and follow-up
• Troubleshoot basic technical issues and elevate complex problems to appropriate technical teams when necessary
• Process account changes, upgrades, downgrades and cancellations following company protocols and procedures
• Maintain a professional demeanour whilst handling difficult or frustrated customers with empathy and patience
• Identify opportunities to improve customer experience and provide feedback to management on recurring issues or service gaps
• Meet or exceed performance metrics including call handling time, first-call resolution rate and customer satisfaction scores

What we're looking for

• High school diploma or equivalent qualification at minimum; vocational training or customer service certification is preferred
• Proven experience in a customer service, call centre or telecommunications support role of at least one year
• Excellent verbal and written communication skills with the ability to explain technical concepts in simple, customer-friendly terms
• Strong active listening skills and ability to understand customer needs and concerns accurately
• Patience and empathy when dealing with demanding or upset customers
• Proficiency with computer systems and customer relationship management (CRM) software
• Ability to work independently whilst remaining part of a collaborative team environment
• Strong organisational skills and ability to manage multiple tasks simultaneously
• Flexibility to work rotating shifts and occasional overtime as required by business demands
• Knowledge of telecommunications products, services and industry trends is advantageous