Premium Voice Account - Customer Service Representative

About the role

We are seeking a Premium Voice Account - Customer Service Representative to join our dynamic call centre team at Alorica Teleservices, Inc. in Quezon City, Metro Manila. This is a full-time position where you will be the voice of our company, delivering exceptional customer service to premium telecommunications clients. You will be at the forefront of our customer interactions, handling inbound and outbound calls with professionalism, empathy, and efficiency. This role is crucial to maintaining our reputation for excellence in the telecommunications industry and ensuring our premium clients receive the highest standard of support.

Key responsibilities

1. Answer incoming calls from customers and address their enquiries, concerns, and complaints with professionalism and courtesy
2. Provide accurate information about telecommunications services, plans, billing, and technical support
3. Resolve customer issues efficiently and effectively, ensuring first-contact resolution whenever possible
4. Process customer requests including account updates, service activations, billing adjustments, and service cancellations
5. Document all customer interactions accurately in the company's systems, maintaining detailed call notes and follow-up information
6. Identify upselling and cross-selling opportunities whilst maintaining customer satisfaction
7. Adhere to call center scripts and standard operating procedures whilst maintaining a natural, conversational tone
8. Meet or exceed individual and team targets for call handling time, customer satisfaction scores, and quality metrics
9. Collaborate with team members and supervisors to resolve complex issues and share best practices
10. Participate in ongoing training and development programs to enhance product knowledge and customer service skills

What we're looking for

1. Highschool graduate (old curriculum) or Senior-high school graduate (new curriculum).
2. With or without proven experience in customer service, preferably in a call center or telecommunications environment.
3. Average to excellent communication skills with the ability to articulate clearly and listen actively to customer needs.
4. Patience, empathy, and composure when dealing with difficult or frustrated customers
5. Flexibility to work scheduled shifts, including possible evening, weekend, and holiday coverage
6. Reliable attendance and punctuality record
7. Basic computer literacy and typing proficiency

What we offer

At Alorica Teleservices, Inc., we value our employees and are committed to providing a supportive and rewarding work environment. We offer competitive compensation packages with performance-based incentives and regular salary reviews. Our comprehensive benefits include health insurance coverage, paid leave entitlements, and access to wellness programmes to support your physical and mental wellbeing. We are committed to your professional development and provide ongoing training opportunities, skills development workshops, and clear pathways for career advancement within our organisation. We foster a collaborative team culture where your contributions are recognised and valued, and we encourage a healthy work-life balance through flexible scheduling options where possible.

About us
Alorica Teleservices, Inc. is a leading provider of customer service and business process outsourcing solutions, serving premium clients across various industries including telecommunications, financial services, and technology sectors. We pride ourselves on delivering exceptional customer experiences through well-trained, motivated teams and cutting-edge technology platforms. With operations across multiple locations, we have established ourselves as a trusted partner for businesses seeking reliable, high-quality customer service support. Our mission is to be the preferred choice for outsourced customer service solutions, and we achieve this by investing in our people, maintaining the highest quality standards, and continuously innovating our service delivery models.

Apply now

If you are passionate about delivering outstanding customer service and are ready to make a positive impact in a fast-paced telecommunications environment, we would like to hear from you. Please submit your resume, a cover letter, and any relevant certifications to our recruitment team. We look forward to welcoming you to the Alorica Teleservices family.