Customer Support Specialist

Private Advertiser; Makati; Hybride; PHP 279 000 - 391 000; Plein temps

Avantages offerts par ce poste

Hybrid Set up

HMO option

Incentive programs (up to Php 3,000)

Résumé du poste

Private Advertiser is seeking a Customer Support Specialist to handle inquiries across telco products, including broadband, mobile, cloud PBX, and fibre. The role emphasizes clear communication, accurate record-keeping, and customer advocacy.

The ideal candidate maintains composure under pressure, is detail-oriented, and collaborates well with sales, carriers, and internal staff. Hybrid set-up and shift options support flexible work arrangements.

Qualifications

• Experience in customer service, ideally telco/BPO/IT support.
• Excellent spoken and written English, warm phone/chat manner.
• Experience with billing inquiries and basic troubleshooting.

Responsabilités

• Support customers with enquiries on telco products (broadband, mobile, cloud pbx, 1300/1800, fibre).
• Provide billing and technical support; handle queries and outages.
• Perform basic provisioning of mobile/internet orders as needed.
• Coordinate with sales, customers and carriers.
• Handle calls and respond to emails with timely follow-up.
• Manage multiple priorities and plan time effectively.
• Document enquiries and resolutions clearly.
• Assist with fault handling and escalation when required.

Connaissances

Customer service experience

Excellent English

Troubleshooting

Salesforce

CRM

MS Office

Record-keeping

Multi-tasking

Outils

Salesforce

Ticketing system

Description du poste

About us

We’re a social enterprise telco By taking a large part of the profits from something we all use everyday, we’re trying to make it that little bit easier to do some good whilst not doing much at all. We all rely heavily on our phones and internet so we’ve been careful to select trusted networks that we know are good for you or your business. After decades in the telco industry now is the time for us to put our experience to good use. Goodtel is working with a number of charities and with your help we can’t wait to help them do more of the great work they do every day. And we know what you’re thinking. How is it we can afford to give away 50% of our profits? The answer is simple. Many other telcos choose to focus on maximising profits to shareholders, we choose to split ours with charities. It’s a choice we feel good about.

Are you a great critical thinker with the ability to analyze complex situations and make informed decisions?

Do you excel as a team player with strong collaboration skills and the ability to work effectively with diverse teams?

Are you passionate about delivering exceptional customer experiences and driving positive social impact?

Do you have a commitment to ethical practices and maintaining the highest standards of integrity?

If you answered yes to these questions, we want you on our team! We’re looking for a dependable, honest and kind Customer Support Specialist who takes ownership of every customer’s problem from first contact to resolution.

What we’re looking for

• Customer service experience, ideally in telco, BPO, billing or IT support (fresh grads with great attitude and strong English are welcome to apply)
• Excellent spoken and written English, with a warm, clear phone and chat manner
• Comfort explaining numbers, such as bills, pro-rata charges and credits, simply and accurately
• Sharp attention to detail and careful, honest record-keeping
• Calm under pressure, with the patience to help a frustrated customer
• Curious and quick to learn systems, with basic troubleshooting skills and a desire to learn more
• Reliable internet, a quiet workspace and availability (Australian Timezone)
• Salesforce, CRM or ticketing experience is an advantage
• Customer-centric mindset Excellent follow up and administration
• Flexible and adaptable to change
• Think ‘outside of the box’
• Excellent written communication skills - able to document information in a clear & concise way Computer literate, familiar with MS Office
• Able to work to deadlines & manage multiple projects
• Pro-active and willing to take the initiative to drive improvements; and with Excellent inter-personal skills
• Able to self-motivate; Team Player
• Good problem-solving skills and the ability to think through problems logically
• Able to build lasting relationships with clients, suppliers and internal staff

Tasks & responsibilities

• Support customers with enquiries on various telco products including broadband, mobile, cloud pbx, 1300/1800 and business grade fibre
• Provide support for billing enquiries; outstanding orders & technical support (when required)
• Basic provisioning of mobile, internet orders (when required)
• Liaising with sales team, customers, carriers and other suppliers as required
• Handling incoming calls and making outbound calls as required
• Responding to internal & external e-mails Manage multiple priorities and plan your time effectively
• Handling customer enquiries across all channels; calls, chat and email General administration duties where required
• Dealing with faults and working toward quickest resolution
• Maintaining customer advocacy
• Perform established customer support tasks by responding to and resolving customer enquiries and complaints
• Process credit and refund requests in line with policy
• Do first-level troubleshooting for mobile, nbn and voice services
• Manage customer issues and escalations where applicable
• Support the team on other tasks and projects as they come up

Benefits

• Hybrid Set up
• A choice of your own HMO (Health Management Organization)
• Incentive Programs - an opportunity to earn on top of your base salary up to Php 3,000
• Career Growth- a Small Team with fast growth
• Great Teammates to work with
• Morning Shift