Telecom Customer Service Representative - (Davao Site)

Work Avenue and Business Solutions Incorporated; Davao City; Presencial; PHP 268.000 - 357.000; Jornada completa

Descripción de la vacante

Work Avenue and Business Solutions Incorporated in the Philippines is seeking a Telecom Customer Service Representative to assist customers with mobile, internet, accounts, and telecom services. You will listen, diagnose, and guide customers toward clear solutions, learning products and tools along the way.

This role emphasizes clear communication, problem solving, and patience to handle diverse conversations.

Formación

• Excellent spoken and written English.
• Ability to communicate clearly with diverse customers.
• Ability to understand problems and explain solutions simply.
• Willingness to learn telecom products and services.
• Patient, calm, and able to handle frustrated customers.
• Good listening before responding.
• Ability to stay organized and manage information.

Responsabilidades

• Speak with customers via phone, chat, or other channels about telecom services.
• Assist with mobile plans, internet services, billing, accounts, devices, connectivity, and features.
• Ask questions to understand customer needs and guide to a solution.
• Investigate issues and walk customers through practical steps.
• Explain products, services, charges, and processes clearly.
• Help customers choose suitable products or services when appropriate.
• Use internal systems to review accounts and process requests.
• Document conversations accurately to avoid repetition.
• Coordinate with other teams for complex issues.
• Stay updated on product changes, promotions, and services.
• Turn difficult conversations into positive experiences with patience and judgment.

Conocimientos

English proficiency

Communication skills

Problem-solving

Listening skills

Patience

Adaptability

Tech-savviness

Organizational skills

Shift-work readiness

Descripción del empleo

A phone that suddenly stops working. A bill that doesn’t make sense. Internet that isn’t cooperating. A new plan someone wants to understand before signing up.

For customers, these can be frustrating moments. Your job is to make them simpler.

As a Telecom Customer Service Representative, you’ll be the person customers turn to when they need help with their mobile, internet, account, or telecom services. You’ll listen to what’s happening, figure out what needs to be done, and guide each customer toward a clear solution.

You’ll learn the products, systems, and tools along the way. More importantly, you’ll develop the ability to solve problems, communicate clearly, and handle real conversations with different kinds of people.

This isn’t about reading answers from a screen. It’s about knowing how to help.

Key Responsibilities

• Speak with customers through phone, chat, or other support channels about their telecom services.

• Help with concerns involving mobile plans, internet services, billing, accounts, devices, connectivity, and service features.

• Listen carefully and ask the right questions to understand what the customer actually needs.

• Investigate issues and walk customers through practical solutions step by step.

• Explain products, services, charges, and processes in a way that’s easy to understand.

• Help customers choose suitable products or services when there’s a relevant opportunity to do so.

• Use digital tools and internal systems to review account details and manage customer requests.

• Document conversations and actions accurately so customers don’t have to repeat themselves.

• Coordinate with other teams when a concern requires additional support.

• Stay up to date with changes in products, plans, promotions, and services.

• Turn difficult conversations into better customer experiences through patience, clarity, and good judgment.

Qualifications

• Good spoken and written English.

• Comfortable talking to different types of people and adapting your communication style.

• Confident using computers, smartphones, apps, and digital platforms.

• Able to understand a problem, work through the details, and explain the solution clearly.

• Curious about technology and willing to learn how telecom products and services work.

• Patient when dealing with frustrated customers and unexpected situations.

• Someone who listens before jumping to an answer.

• Able to manage information accurately and stay organized.

• Willing to work shifting schedules, weekends, and holidays when required by the business.

• Previous experience in customer service, retail, sales, telecommunications, technical support, hospitality, or a contact center is a plus.