Technical Support Representative | Telco Program | Carmona

Sutherland Philippines; Cavite City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A global customer service company in Cavite City is seeking a Customer Service Associate for their Telco account. The role involves managing a wide range of technical support requests, assisting customers with service-related issues, and providing sales assistance. Candidates should have at least 6 months of experience in sales or 1 year in customer service, along with strong communication skills and a customer service focus.

Qualifications

• Minimum of 6 months of sales experience in an international BPO or 1 year customer service experience.
• Ability to adapt to client-based tools and applications.
• Knowledge in basic computer technical functions.

Responsibilities

• Provide excellent customer service assistance to clients queries via phone call.
• Conduct assistance to customers by giving basic level information regarding product features.
• Provide assistance with customer service issues in renewing and refunding.

Skills

Excellent verbal and written communication skills

Strong customer service focus

Problem-diagnosis and problem-solving skills

Knowledge of operating systems and browsers functions

Good understanding of MS office applications

Job description

You are joiningSutherlandas aCustomer Service Associatefor our Telco account in Carmona, and you'll be managing a wide range of technical support requests, from resolving outages and CPE synchronization issues to configuring static IPs and port forwarding setups. You'll provide critical assistance to customers facing impaired internet services, guiding them through troubleshooting and service restoration.

Be the expert that keeps customers connected—join our team today!

KEY RESPONSIBILITIES:

• Provide excellent customer service assistance to clients queries via phone call
• Conducting an assistance to customer by giving basic level information regarding product features, queries, and sales
• Provide customers with product and service information
• Provide assistance with regarding to customer service issues in renewing, refunding, and handling objections and put in all efforts to retain customers
• Transfer customer calls to appropriate department if required

QUALIFICATIONS:

• Minimum of 6 month of sales experience in an international BPO or 1 year customer service experience (upskilling and retention)
• Excellent verbal and written communication skills
• Good understanding of MS office applications
• Knowledge of operating systems and browsers functions
• Knowledge in basic computer technical functions
• Strong customer service focus
• Strong problem-diagnosis and problem-solving skills
• Good understanding and knowledge of the product
• Ability to adapt to clients-based tools and applications
• Fair knowledge of Sutherland’s Internal tools
• Good understanding of performing all end-user services on the phone system