Customer service assistant

Job Description

• Job Summary:
• As a Telco Account Premier Customer Service Representative, you will deliver top-tier customer service and technical support to premier clients in the telecommunications industry. You will address complex customer inquiries, troubleshoot service issues, assist with billing inquiries, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a deep understanding of telecommunications products and services, and a proactive approach to resolving client issues.
• Key Responsibilities:
• Customer Support: Provide excellent service to premier clients via phone, email, and chat, resolving inquiries and issues related to telecommunications services, products, and billing.
• Technical Assistance: Troubleshoot and resolve technical problems with telecommunication services, devices, and accounts, ensuring issues are resolved efficiently and accurately.
• Account Management: Manage premier client accounts, update account information, address billing inquiries, and ensure account records are up-to-date and accurate.
• Product Knowledge: Maintain in-depth knowledge of the telecommunications company’s products, services, promotions, and policies to assist clients effectively.
• Upselling & Retention: Identify upsell opportunities by recommending products or upgrades based on client needs and promote retention by offering solutions that enhance customer loyalty.
• Issue Escalation: Escalate complex issues to specialized teams when necessary, ensuring timely follow-up and resolution.
• Customer Satisfaction: Achieve customer satisfaction and quality assurance metrics by adhering to service protocols and providing exceptional service.
• Documentation: Maintain accurate and detailed records of customer interactions, transactions, comments, and actions taken in the CRM system.
• Team Collaboration: Collaborate with other CSRs, team leads, and support teams to share insights, improve processes, and enhance service quality.

Qualifications/Requirements

• At least 18 years old
• At least a high school/senior high school graduate
• Good English communication & interaction skills
• BPO experience preferred
• Amenable to shifting schedules

Work location

ILOILO CITY (CAPITAL), ILOILO

Remarks

No additional remarks

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