Wireless Customer Care Specialist

TORCH Solutions; Davao City; On-site; PHP 240,000 - 360,000; Full time

Job summary

TORCH Solutions is seeking a dedicated Customer Service Representative for Wireless – Mobile Telecommunications to join our call centre team in Davao City. This full-time role involves handling calls, emails and chats, resolving inquiries, and ensuring customer satisfaction with mobile plans and services.

You will document interactions, strive for first-call resolution, and participate in ongoing training to maintain service excellence.

Qualifications

• Proven experience in customer service or call centre environment.
• Excellent verbal and written English communication.
• Strong listening and empathy skills.
• Multi-tasking ability and capacity to handle high call volumes.
• Problem-solving mindset with focus on first-call resolution.
• Patience and composure when dealing with difficult customers.
• Flexibility to work weekends and holidays.

Responsibilities

• Respond to calls, emails and chat inquiries related to mobile services.
• Process account inquiries, billing questions, activation and plan changes.
• Troubleshoot issues and guide customers on wireless services.
• Document interactions accurately in the company system.
• Escalate complex issues to appropriate departments.
• Provide product information and recommendations on plans and services.
• Handle complaints with empathy and aim for swift resolution.
• Meet or exceed performance targets (e.g., call handling, FCR, CSAT).
• Comply with policies, procedures and QA standards.
• Participate in ongoing training to improve knowledge and skills.

Skills

Customer service

Communication skills

Empathy

Active listening

Multitasking

Problem solving

Patience

Education

High school diploma or equivalent

Job description

TORCH Solutions is seeking a dedicated Customer Service Representative for Wireless – Mobile Telecommunications to join our call centre team in Davao City. This full-time role involves handling calls, emails and chats, resolving inquiries, and ensuring customer satisfaction with mobile plans and services.

You will document interactions, strive for first-call resolution, and participate in ongoing training to maintain service excellence.