Customer Support Specialist – Mobility

TeleDial Call Center Incorporated; Taguig; Hybrid; PHP 260,000 - 360,000; Full time

Job summary

TeleDial Call Center Incorporated in Metro Manila is seeking a Customer Support Specialist to assist customers through their mobility order journey. You will make outbound callbacks, provide order updates, and address billing and account concerns with a focus on timely resolutions.

The ideal candidate has 2+ years in customer service and 1 year in sales, with exposure to billing inquiries and CRM systems. Telecommunications experience is preferred, and a customer-centric approach is required.

Qualifications

• 2 years of Customer Service experience
• 1 year of Sales experience (inbound or outbound; end-to-end, upselling and cross-selling considered)
• Experience handling billing inquiries, account concerns, or billing-related issues
• Experience making outbound customer calls or callbacks
• Comfortable working with CRM and customer account management systems
• Experience in telecommunications, wireless, or mobility (preferred)
• Customer retention or relationship management experience (preferred)
• Billing and account management experience (preferred)
• Knowledge of mobility orders, activation, port-in processes, or wireless services (preferred)

Responsibilities

• Make outbound calls to customers regarding Mobility orders and account concerns
• Provide timely updates on order status, activation, port-in, and other pending requirements
• Review and explain billing, account, and order-related information clearly and accurately
• Address customer questions, concerns, and complaints in a professional and solution-oriented manner
• Investigate issues and provide appropriate resolutions or next steps
• Educate customers on order processes, billing adjustments, credits, requirements, and applicable next steps
• Conduct follow-up calls to ensure outstanding concerns and pending requirements are addressed
• Coordinate with internal teams to resolve issues that require additional support
• Document customer interactions, concerns, resolutions, and follow-up actions in the CRM
• Identify opportunities to retain customers and support sales or upselling initiatives
• Maintain a professional, empathetic, and customer-focused approach on every interaction

Skills

Outbound calls

CRM experience

Customer service

Sales experience

Billing inquiries

Account management

Tools

CRM software

Job description

We are looking for a Customer Support Specialist to support customers throughout their mobility order journey. This role is responsible for making outbound customer callbacks, providing order updates, addressing billing and account concerns, and ensuring pending issues are resolved promptly.

The ideal candidate must have a background in customer service and sales, with experience handling billing concerns, making outbound calls, and managing customer issues from initial contact through resolution.

Key Responsibilities:

• Make outbound calls to customers regarding their Mobility orders and account concerns

• Provide timely updates on order status, activation, port-in, and other pending requirements

• Review and explain billing, account, and order-related information clearly and accurately

• Address customer questions, concerns, and complaints in a professional and solution-oriented manner

• Investigate issues and provide appropriate resolutions or next steps

• Educate customers on order processes, billing adjustments, credits, requirements, and applicable next steps

• Conduct follow-up calls to ensure outstanding concerns and pending requirements are properly addressed

• Coordinate with internal teams to resolve issues that require additional support

• Document customer interactions, concerns, resolutions, and follow-up actions accurately in the CRM or customer account system

• Identify opportunities to retain customers, strengthen relationships, and support sales or upselling initiatives when appropriate

• Maintain a professional, empathetic, and customer-focused approach on every interaction

Qualifications:

• At least 2 years of Customer Service experience

• At least 1 year of Sales experience, either inbound or outbound (end-to-end, upselling and cross-selling experience considered)

• Experience handling billing inquiries, account concerns, or billing-related issues

• Experience making outbound customer calls or callbacks

• Comfortable working with CRM and customer account management systems

• Experience in telecommunications, wireless, or mobility (preferred)

• Customer retention or relationship management experience (preferred)

• Billing and account management experience (preferred)

• Knowledge of mobility orders, activation, port-in processes, or wireless services (preferred)