Telco Customer Service Rep
Job Summary
This role offers an opportunity for candidates with at least 6 months of BPO experience in a Telco account to build a long-term career in telecommunications. The representative will handle inbound customer calls, provide professional assistance, and resolve account or service-related concerns. Successful candidates will maintain performance standards and ensure a positive customer experience.
Responsibilities
- Handle inbound customer calls and inquiries
- Resolve account, billing, and service concerns
- Troubleshoot basic service issues
- Document customer interactions accurately
Required Skills
- At least 6 months BPO experience
- Previous Telco account experience
- Good English communication skills
- Strong customer service and problem-solving skills
Job Details
Key Responsibilities
- Handle inbound customer calls and provide professional, courteous, and efficient assistance.
- Assist customers with telecommunications-related inquiries, products, and services.
- Address account, billing, payment, subscription, and service-related concerns.
- Provide accurate information regarding plans, features, promotions, policies, and procedures.
- Assist customers with service requests, account updates, and other applicable transactions.
- Troubleshoot basic service-related concerns and provide appropriate solutions based on established procedures.
- Identify customer needs and recommend suitable solutions or available services.
- Resolve customer concerns efficiently while maintaining a positive customer experience.
- Accurately document customer interactions, transactions, and resolutions in the appropriate systems.
- Escalate complex technical or account concerns to the appropriate department when necessary.
- Follow company policies, security procedures, quality standards, and compliance requirements.
- Maintain professionalism and composure when handling challenging customer interactions.
- Consistently meet established performance, productivity, quality, and customer satisfaction goals.
Qualifications
- High School Graduate under the old curriculum or Senior High School (SHS) Graduate.
- At least 6 months of BPO experience.
- Previous Telco account experience is required.
- Previous voice channel experience.
- Good English communication skills.
- Minimum CEFR B1 English proficiency.
- Strong customer service and problem-solving skills.
- Comfortable handling international customers through voice interactions.
- Willing to work on a shifting schedule.
- Able to work effectively in a fast-paced customer service environment.
Preferred Skills
- Strong verbal communication and active listening skills.
- Customer-focused and solution-oriented mindset.
- Good troubleshooting and problem-solving abilities.
- Strong attention to detail and accuracy.
- Ability to multitask and navigate multiple systems.
- Comfortable handling billing, account, and service-related concerns.
- Ability to manage difficult customer interactions professionally.
- Adaptable to changing processes, products, and customer needs.
- Basic computer literacy and strong system navigation skills.