Customer Service Representative
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Handle inbound customer calls and assist customers with telecommunications-related concerns.
Provide accurate information regarding mobile plans, internet services, account details, billing, payments, and service features.
Assist customers with service interruptions, connectivity concerns, network-related issues, and basic technical troubleshooting.
Process customer requests such as account updates, plan inquiries, service changes, and other account-related transactions.
Troubleshoot basic technical concerns by following established procedures and troubleshooting guides.
Investigate customer concerns and provide appropriate solutions within the scope of the account.
Escalate complex or unresolved technical and account issues to the appropriate department or support team.
Maintain accurate customer records and document all interactions, concerns, and resolutions in the appropriate system.
Follow company policies, account procedures, quality standards, and data privacy guidelines.
Demonstrate professionalism, empathy, and patience when dealing with customers, including those who are dissatisfied or frustrated.
Meet assigned customer service, quality, productivity, attendance, and performance targets.
Identify opportunities to recommend appropriate products, plans, or services when applicable to the customer's needs.
Maintain a positive and professional attitude throughout every customer interaction.
Perform other related duties as assigned by the supervisor or management.
Qualifications
At least High School Graduate (Old Curriculum) or Senior High School Graduate.
No Call Center Experience (CCE) required.
Must have B2 English communication proficiency.
Willing to work onsite in Cagayan de Oro (CDO).
Strong communication and interpersonal skills.
Basic computer navigation skills.
Willing to work on shifting schedules, weekends, and holidays if required.
Customer-oriented, adaptable, and eager to learn.
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