Freshie for Telco Account Representative

Caldwell Communications Consultancy Philippines; Valenzuela; On-site; PHP 223,200 - 334,800; Full time

Job summary

A telecommunications consultancy firm is looking for a Telco Account Representative to provide support for mobile plans, internet services, and billing inquiries. The successful candidate will assist customers via phone, chat, or email, addressing service issues and ensuring satisfaction. Responsibilities include handling customer inquiries, educating them about services, and documenting interactions. Ideal candidates possess good communication skills, a high school diploma, and basic technical knowledge of telecom services. This role demands problem-solving abilities and the capacity to work in a fast-paced environment.

Qualifications

• High school diploma or equivalent (college education preferred).
• Good communication and interpersonal skills.
• Basic technical knowledge of telecom services (mobile, internet, cable).
• Strong problem-solving and troubleshooting abilities.
• Ability to work in a fast-paced customer service environment.
• Basic computer and system navigation skills.

Responsibilities

• Handle customer inquiries regarding telecom services including mobile, broadband, and cable accounts.
• Assist customers with billing concerns, plan upgrades, payments, and account changes.
• Troubleshoot basic technical issues related to internet connectivity, mobile devices, or service interruptions.
• Process service activations, cancellations, and account updates.
• Educate customers about products, promotions, and service plans.
• Document customer interactions accurately in the CRM or customer management system.
• Escalate complex issues to technical support or higher-level teams when necessary.
• Maintain service quality standards and performance metrics.

Skills

Good communication and interpersonal skills

Problem-solving and troubleshooting abilities

Basic technical knowledge of telecom services

Ability to work in a fast-paced customer service environment

Basic computer and system navigation skills

Education

High school diploma or equivalent (college education preferred)

Job description

Telco Account Representative

A Telco Account Representative provides customer support for telecommunications services such as mobile plans, internet services, billing inquiries, and technical concerns. The role involves assisting customers through phone, chat, or email, resolving service issues, and ensuring customer satisfaction.

Key Responsibilities

• Handle customer inquiries regarding telecom services including mobile, broadband, and cable accounts.
• Assist customers with billing concerns, plan upgrades, payments, and account changes.
• Troubleshoot basic technical issues related to internet connectivity, mobile devices, or service interruptions.
• Process service activations, cancellations, and account updates.
• Educate customers about products, promotions, and service plans.
• Document customer interactions accurately in the CRM or customer management system.
• Escalate complex issues to technical support or higher-level teams when necessary.
• Maintain service quality standards and performance metrics such as call handling time and customer satisfaction.

Required Skills & Qualifications

• High school diploma or equivalent (college education preferred).
• Good communication and interpersonal skills.
• Basic technical knowledge of telecom services (mobile, internet, cable).
• Strong problem-solving and troubleshooting abilities.
• Ability to work in a fast-paced customer service environment.
• Basic computer and system navigation skills.