Premium Telco Voice Support Specialist

ALORICA TELESERVICES, INC.

Philippines

On-site

PHP 290,000 - 424,000

Full time

5 days ago

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Benefits offered by this job

Health insurance

Paid leave entitlements

Wellness programmes

Career development

Flexible scheduling

Job summary

ALORICA TELESERVICES, INC. in Quezon City, Metro Manila is seeking a Premium Telco Voice Account - Customer Service Representative to provide exceptional service to premium telecommunications clients.

This full-time role handles inbound and outbound calls, delivers accurate service information, and aims for first-contact resolution. Responsibilities include processing account updates, activations, billing adjustments, and service cancellations, while meeting targets for call handling time and

Qualifications

Highschool graduate (old curriculum) or Senior-high school graduate (new curriculum).
With or without proven experience in customer service, preferably in a call center or telecommunications environment.
Average to excellent communication skills with the ability to articulate clearly and listen actively to customer needs.
Patience, empathy, and composure when dealing with difficult or frustrated customers
Flexibility to work scheduled shifts, including possible evening, weekend, and holiday coverage.
Reliable attendance and punctuality record
Basic computer literacy and typing proficiency

Responsibilities

Answer incoming calls from premium telco customers and address their enquiries, concerns, and complaints with professionalism and courtesy
Provide accurate information about telecommunications services, plans, billing, and technical support
Resolve customer issues efficiently and effectively, ensuring first-contact resolution whenever possible
Process customer requests including account updates, service activations, billing adjustments, and service cancellations
Document all customer interactions accurately in the company's systems, maintaining detailed call notes and follow-up information
Identify upselling and cross-selling opportunities whilst maintaining customer satisfaction
Adhere to call center scripts and standard operating procedures whilst maintaining a natural, conversational tone
Meet or exceed individual and team targets for call handling time, customer satisfaction scores, and quality metrics
Collaborate with team members and supervisors to resolve complex issues and share best practices
Participate in ongoing training and development programs to enhance product knowledge and customer service skills