Premium Voice CSR — Telecom Support & Upsell Expert

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

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.