Customer Support for Telco Account (CDO site)

About the role
We are looking for a dedicated and customer-focused Customer Support for Telco Account to join our growing team at our Cagayan de Oro site. This is a full-time position based in Cagayan de Oro, Misamis Oriental. In this role, you will be the voice of our organisation, providing exceptional support to telecommunications customers whilst managing their inquiries, concerns and service requests efficiently and professionally. This position is critical to maintaining customer satisfaction and loyalty, directly contributing to the success of our telco account operations.

Key responsibilities

• Respond to incoming customer inquiries via phone, email, chat and other communication channels in a timely and professional manner
• Address customer concerns related to billing, service activation, technical issues, account management and general telecommunications products and services
• Provide accurate information about telco plans, features, promotions and service offerings to assist customers in making informed decisions
• Document customer interactions and account details accurately in the customer management system for future reference and follow-up
• Troubleshoot basic technical issues and escalate complex problems to appropriate technical teams when necessary
• Process account changes, upgrades, downgrades and cancellations following company protocols and procedures
• Maintain a professional demeanour whilst handling difficult or frustrated customers with empathy and patience
• Identify opportunities to improve customer experience and provide feedback to management on recurring issues or service gaps
• Meet or exceed performance metrics including call handling time, first-call resolution rate and customer satisfaction scores

What we're looking for

• High school diploma or equivalent qualification at minimum; vocational training or customer service certification is preferred
• Proven experience in a customer service, call centre or telecommunications support role of at least one year
• Excellent verbal and written communication skills with the ability to explain technical concepts in simple, customer-friendly terms
• Strong active listening skills and ability to understand customer needs and concerns accurately
• Patience and empathy when dealing with demanding or upset customers
• Proficiency with computer systems and customer relationship management (CRM) software
• Ability to work independently whilst remaining part of a collaborative team environment
• Strong organisational skills and ability to manage multiple tasks simultaneously
• Flexibility to work rotating shifts and occasional overtime as required by business demands
• Knowledge of telecommunications products, services and industry trends is advantageous

Apply now

If you are passionate about delivering outstanding customer service and meet the qualifications outlined above, we would love to hear from you. Please submit your completed application including your CV and a cover letter detailing your relevant experience in customer service. Join us and make a meaningful impact in the telecommunications industry.