Telco - CUSTOMER SERVICE REPRESENTATIVE- Urgent hiring!

Talent Outsourcing Channel Solutions; Philippines; On-site; PHP 201,000 - 335,000; Full time

Job summary

Talent Outsourcing Channel Solutions is seeking a dedicated Customer Service Representative for our telecommunications team in Cagayan de Oro. You will be the main contact between clients and customers, delivering exceptional service and building loyalty while resolving issues efficiently.

Ideal candidates have a high school diploma and prior telecom or service industry experience, with excellent communication, active listening, and CRM proficiency. Training on products and systems is provided.

Qualifications

• High school diploma or equivalent; SHS Grad New Curr / HS Grad Old Curr
• Previous customer service experience in telecom, utility, or similar service industry
• Excellent written and verbal communication
• Strong active listening and empathy for customer concerns
• Proficiency with computers, databases, and CRM platforms
• Ability to multitask effectively whilst maintaining accuracy
• Problem-solving mindset with the capacity to think on your feet
• Patience and composure when dealing with difficult customers
• Strong organizational skills and ability to prioritise tasks in a fast-paced environment
• Flexibility to work shifts, including evenings, weekends, or holidays
• Willingness to undergo training on telecommunications products, services, and company systems
• Preferred experience with sales techniques or customer upselling in a service environment

Responsibilities

• Handle inbound and outbound inquiries via phone, email, chat, and other channels with professionalism
• Provide information on telecommunications services, plans, packages, and promotions
• Process service activations, upgrades, downgrades, and account modifications
• Troubleshoot and resolve billing and technical issues; escalate as needed
• Maintain detailed and accurate records of all customer interactions in the company system
• Follow established protocols to ensure compliance with policies and telecommunication regulations
• Identify customer needs and recommend appropriate services or solutions
• Handle complaints with empathy and work towards swift resolutions
• Collaborate with team members and other departments for seamless experiences
• Meet or exceed targets for call handling, customer satisfaction, and sales metrics

Skills

Excellent communication

Active listening

Empathy

Multitasking

Problem-solving

CRM proficiency

Organizational skills

Education

High school diploma

Tools

CRM platforms

Job description

About the role

Talent Outsourcing Channel Solutions is seeking a dedicated Customer Service Representative to join our telecommunications team on a full-time basis. This is an urgent hiring opportunity based in Cagayan de Oro, Misamis Oriental. In this role, you will be the vital point of contact between our telecommunications clients and our customers, delivering exceptional service that builds loyalty and resolves issues efficiently. This position is essential to maintaining our reputation for excellence in the telecommunications industry and directly impacts customer satisfaction and retention.

Key responsibilities

• Handle inbound and outbound customer inquiries via phone, email, chat, and other communication channels with professionalism and courtesy

• Provide accurate information regarding telecommunications services, plans, packages, and promotions to customers

• Process customer requests, including service activations, upgrades, downgrades, and account modifications

• Troubleshoot and resolve technical and billing issues promptly, escalating complex matters to appropriate departments when necessary

• Maintain detailed and accurate records of all customer interactions and transactions in the company system

• Follow established protocols and procedures to ensure compliance with company policies and telecommunications regulations

• Identify customer needs and recommend appropriate services or solutions to enhance customer satisfaction

• Handle complaints and concerns with empathy, working towards swift resolutions that retain customer relationships

• Collaborate with team members and other departments to ensure seamless customer experiences

• Meet or exceed established performance targets for call handling, customer satisfaction scores, and sales metrics

What we're looking for

• High school diploma or equivalent qualification at minimum; SHS Grad New Curr / HS Grad Old Curr

  No CCE Requirement

• Previous customer service experience, preferably within the telecommunications, utility, or similar service-oriented industry

• Excellent communication skills, both written and verbal, with the ability to articulate complex information clearly

• Strong active listening capabilities and genuine empathy for customer concerns

• Proficiency with computer systems, databases, and customer relationship management (CRM) platforms

• Ability to multitask effectively whilst maintaining accuracy and attention to detail

• Problem-solving mindset with the capacity to think on your feet and provide quick solutions

• Patience and composure when dealing with difficult or irate customers

• Strong organisational skills and ability to prioritise tasks in a fast-paced environment

• Flexibility to work shifts, including evenings, weekends, or holidays as required by business needs

• Willingness to undergo training on telecommunications products, services, and company systems

• Preferred experience with sales techniques or customer upselling in a service environment

What we offer

• At Talent Outsourcing Channel Solutions, we are committed to supporting our team members' growth and wellbeing.
• We offer competitive compensation packages commensurate with experience and performance.
• Our workplace culture emphasises professional development, providing training programmes to enhance your technical knowledge and customer service skills.
• We recognise and reward outstanding performance through incentive schemes and recognition initiatives.
• Our team environment is collaborative and supportive, fostering an atmosphere where you can develop your career with a reputable organisation in the telecommunications sector.
• We also provide health and safety support and encourage a healthy work-life balance within the demanding nature of customer service operations.

About us

Talent Outsourcing Channel Solutions is a leading telecommunications outsourcing and customer service provider committed to delivering exceptional service experiences for our clients and their customers. We partner with major telecommunications companies to provide comprehensive customer support solutions across multiple channels. Our mission is to combine professional expertise with innovative service delivery to create value for both our clients and the customers we serve. We pride ourselves on maintaining high standards of service quality, compliance, and customer satisfaction. With a diverse team of talented professionals, we are dedicated to building a workplace culture that encourages excellence, continuous improvement, and employee development. Our success is built upon the dedication and expertise of our team members, and we invest in creating opportunities for career advancement and professional growth within our organisation.