If you have 6 months or more of BPO experience in a Telco account, this opportunity gives you the chance to leverage your existing skills while building a long-term career in the telecommunications and customer service industry.

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.