Premium Voice Account - Customer Service Representative

Private Advertiser; Philippines; On-site; PHP 268,000 - 469,000; Full time

Job summary

Alorica Teleservices, Inc. in Quezon City, Metro Manila, is seeking a Premium Voice Account - Customer Service Representative.

This full-time role delivers exceptional service to premium telecommunications clients, handling inquiries, billing questions, and technical support while upholding high-quality standards. You will be at the forefront of customer interactions, aiming for first-contact resolution, with opportunities for upselling within a collaborative call-center environment.

Qualifications

• Highschool graduate (old or new curriculum).
• Customer service experience preferred.
• Clear and active listening.
• Patience and composure with difficult customers.
• Flexible to work shifts including evenings, weekends, and holidays.
• Reliable attendance and punctuality.
• Basic computer literacy and typing proficiency.

Responsibilities

• Answer incoming calls and address enquiries with professionalism and courtesy.
• Provide accurate information about services, plans, billing, and technical support.
• Resolve customer issues efficiently with first-contact resolution where possible.
• Process requests including account updates, activations, billing adjustments, and cancellations.
• Document all interactions in company systems with detailed call notes and follow-ups.
• Identify upsell and cross-sell opportunities while maintaining satisfaction.
• Adhere to scripts and SOPs while keeping a natural tone.
• Meet or exceed targets for call handling time, CSAT, and quality metrics.
• Collaborate with team to resolve complex issues and share best practices.
• Participate in ongoing training to enhance product knowledge and customer service skills.

Skills

Communication skills

Empathy

Patience

Flexibility

Typing

Basic computer literacy

Education

Highschool diploma (old curriculum)

Senior-high school diploma (new curriculum)

Job description

About the role

We are seeking a Premium Voice Account - Customer Service Representative to join our dynamic call centre team at Alorica Teleservices, Inc. in Quezon City, Metro Manila. This is a full-time position where you will be the voice of our company, delivering exceptional customer service to premium telecommunications clients. You will be at the forefront of our customer interactions, handling inbound and outbound calls with professionalism, empathy, and efficiency. This role is crucial to maintaining our reputation for excellence in the telecommunications industry and ensuring our premium clients receive the highest standard of support.

Key responsibilities

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

What we’re looking for

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

What we offer

At Alorica Teleservices, Inc., we value our employees and are committed to providing a supportive and rewarding work environment. We offer competitive compensation packages with performance-based incentives and regular salary reviews. Our comprehensive benefits include health insurance coverage, paid leave entitlements, and access to wellness programmes to support your physical and mental wellbeing. We are committed to your professional development and provide ongoing training opportunities, skills development workshops, and clear pathways for career advancement within our organisation. We foster a collaborative team culture where your contributions are recognised and valued, and we encourage a healthy work-life balance through flexible scheduling options where possible.

About us

Alorica Teleservices, Inc. is a leading provider of customer service and business process outsourcing solutions, serving premium clients across various industries including telecommunications, financial services, and technology sectors. We pride ourselves on delivering exceptional customer experiences through well-trained, motivated teams and cutting-edge technology platforms. With operations across multiple locations, we have established ourselves as a trusted partner for businesses seeking reliable, high-quality customer service support. Our mission is to be the preferred choice for outsourced customer service solutions, and we achieve this by investing in our people, maintaining the highest quality standards, and continuously innovating our service delivery models.