Customer Service Representative

4 weeks ago

Alabang Muntinlupa, Philippines WHR Global Consulting Full time

Position Title: CSR (Dayshift - AU Telco)
Work Location: Alabang
Work Setup: Onsite
Work Schedule: Day Shift (6:00 AM - 3:00 PM Manila time)

Qualifications
-Bachelor’s degree in Project Management, Telecommunications, Business, or a related field
-Minimum 6 to 12 months experience in telco project coordination or service delivery with Australian companies
-Proficiency in Monday.com for project workflow and task management
-Experience with Halo PSA and Zoho CRM preferred
-Familiarity with TPG Telecom ordering, provisioning, or escalation processes is a significant advantage
-Exceptional organizational skills and attention to detail
-Strong communication and interpersonal skills for dealing with vendors, clients, and cross-functional teams
-Ability to prioritize tasks and adapt to shifting project demands in a fast-paced environment
-Proven problem-solving abilities and a proactive mindset

Job Summary/Description
The role assists in managing the end-to-end delivery of telecommunications services for AU Telco clients. Responsible for coordinating between internal teams, vendors, and clients, maintaining project documentation, monitoring timelines, and ensuring compliance with SLAs.

Responsibilities/Duties
-Assist in the end-to-end management of telecommunications service delivery, from order initiation to completion
-Use Monday.com to track project timelines, allocate tasks, monitor progress, and ensure accountability
-Manage project communications and documentation using Halo PSA and other internal systems
-Coordinate with internal technical teams, suppliers, and vendors (including TPG Telecom) to fulfill installation and provisioning requirements
-Maintain accurate data in Zoho CRM for real-time project visibility and smooth handover between teams
-Identify potential delays, risks, or conflicts in project delivery and escalate or recommend mitigation strategies
-Prepare and distribute project status updates, reports, and meeting summaries
-Assist the Project Manager in maintaining project compliance with internal standards and client SLAs
-Support administrative duties including scheduling, documentation control, and stakeholder follow-ups

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