Technical Chat Support - Billing, Sales, Chat

About the Role

We are looking for a customer-focused and detail-oriented Technical Chat Support Associate to provide assistance to customers through chat channels for telecommunications services, billing inquiries, payment concerns, service orders, and product or service recommendations. The ideal candidate has strong written communication skills, excellent multitasking abilities, and the capacity to troubleshoot issues, resolve customer concerns, and deliver an exceptional customer experience while meeting productivity and quality targets.

Duties and Responsibilities

• Identify customer concerns through chat and provide accurate, timely, and efficient solutions with patience and professionalism.
• Research customer accounts, assess their needs, and use available tools and resources to resolve inquiries effectively.
• Assist customers with billing statements, rate increases, applied credits, refunds, credit requests, and payment-related concerns.
• Handle service order inquiries, including order status, due dates, cancellations, changes, and rescheduling for prospective accounts.
• Address phone service and feature inquiries, service transfer requests, payment method updates, missing or misapplied payments, and returned payment issues.
• Recommend relevant telecommunications products, services, and available offers based on customer needs.
• Identify opportunities to improve customer satisfaction, retain customers, and convert dissatisfied customers into loyal promoters.
• Maintain accurate and complete documentation of customer interactions, account updates, and resolutions.
• Meet or exceed established productivity targets, service-level agreements (SLAs), quality standards, and customer satisfaction metrics.
• Demonstrate strong critical thinking and troubleshooting skills when handling complex customer concerns.
• Maintain positive customer relationships through clear, empathetic, and professional communication.
• Monitor and follow up on outstanding service orders and unresolved concerns to prevent delays and ensure timely completion.
• Stay informed about telecommunications products, services, market trends, and competitive offers.
• Follow Frontier's policies, processes, procedures, and escalation guidelines.
• Adapt to new policies, procedures, and operational requirements while maintaining consistent service quality and performance.

QualificationsEducational Requirements

• Completed Senior High School or equivalent; at least two years of college education is preferred.

Experience and Technical Skills

• At least one year of chat support experience in any industry or vertical.
• Candidates should have at least one year of chat experience with a typing speed of 35 WPM and 100% accuracy, or relevant billing and sales experience in a call center environment, subject to account requirements.
• Experience handling billing inquiries, payment concerns, credits, refunds, and account adjustments is an advantage.
• Familiarity with telecommunications products and services is preferred.
• Ability to navigate multiple chat conversations, computer applications, and customer account systems efficiently.

Skills and Competencies

• Strong written English communication skills, with a minimum proficiency level of B2 under the Common European Framework of Reference for Languages (CEFR).
• Excellent customer service orientation and the ability to communicate in a professional, customer-focused tone.
• Strong critical thinking, research, problem-solving, and troubleshooting abilities.
• Ability to multitask and manage concurrent chats while maintaining accuracy and productivity.
• Ability to remain calm, empathetic, and professional when handling difficult or dissatisfied customers.
• Strong attention to detail when interpreting billing statements, identifying credits, and explaining rate adjustments.
• Resourcefulness, adaptability, and a results-driven approach to meeting performance targets.
• Willingness to learn new products, services, tools, and procedures.

Work Setup and Schedule

• Work Arrangement: Onsite from training through production.
• Work Schedule: Five working days per week.
• Rest Days: Fixed weekends off.
• Operating Hours: Monday to Friday, 8:00 AM–10:00 PM ET; Saturday, 8:00 AM–9:00 PM ET; closed on Sundays.
• Time Zones Covered: Eastern, Central, Mountain, and Pacific.
• Shifts are assigned based on business requirements.

Training Program

• Classroom Training: 3 weeks.
• Nesting: 2 weeks.
• Ideal class size: 25 trainees.

Common Customer Inquiries

• Service order status, due dates, and general order information.
• Phone services and features.
• Billing concerns and options to lower monthly bills.
• Credit and refund status.
• Credit requests and account adjustments.
• Payment method updates.
• Missing, returned, or misapplied payments.
• Requests to transfer or move services.
• Cancellation, modification, or rescheduling of service orders for prospective accounts.

What We Offer

• Competitive salary package.
• Attractive performance-based incentives.
• Health insurance coverage starting on Day 1.
• Dependent HMO coverage after 30 days of active service.
• Life insurance.
• Critical illness coverage.
• Paid leave benefits.
• Fixed weekends off.
• Opportunity to be part of a pioneering line of business.
• A people-first workplace culture.

Pay: Php18,000.00 - Php23,000.00 per month

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person