Voice Customer Service Rep
Job Summary
This position involves handling inbound and outbound calls for a Telco account in Lapu-Lapu, Cebu. The representative will assist customers with billing, service inquiries, and issue resolution to ensure high satisfaction. Candidates are expected to maintain performance metrics and document interactions accurately within a fast-paced environment.
Responsibilities
- Handle inbound and outbound calls
- Assist with billing and service issues
- Resolve customer complaints
- Document customer interactions
- Meet performance metrics
Required Skills
- 6 months BPO experience
- Good English communication
- Problem-solving skills
- Fast learner
- Willingness to work shifts
Job Details
Job Responsibilities:
- Handle inbound and outbound customer calls in a professional manner
- Assist customers with billing inquiries, account issues, and service concerns
- Provide accurate information about telecom products and services
- Resolve customer complaints efficiently and ensure first-call resolution when possible
- Document all customer interactions in the system accurately
- Meet or exceed daily and monthly performance metrics (QA, AHT, CSAT, etc.)
- Maintain a positive and customer-focused attitude at all times
Job Requirements:
- Senior High School Graduate (SHS) or equivalent
- At least 6 months BPO experience (voice account preferred)
- Good communication skills in English
- Willing to work onsite in Lapu-Lapu, Cebu
- Willing to work in shifting schedules, weekends, and holidays
- Strong customer service and problem-solving skills
- Fast learner and can work in a fast-paced environment