- To be able to meet with the KPIs that have been set to be achieved within the stipulated timeframe and
also to maintain consistency in the continual achievement of the targets on an ongoing basis - To manage customer service queries including sales-related, provisioning, billing and support matters, technical support, troubleshooting, termination, recontract, and other telecommunications products and services, recognising that these are closely connected with the day to day customer experience to be delivered to our customers
- To provide exceptional customer service in every customer interaction (primarily chat and voice service, and not restricted to include email and social media) with the ultimate aim of providing first call resolution
- To bring up ongoing service issues and recommend solutions to the supervisor for further action
- To maintain awareness of customer needs and potential service issues through customer contact,including escalated calls, chats, emails and other customer contact channels
- To support the sales team in the identification of and action on potential selling opportunities to generate revenue, taking appropriate follow up actions to ensure that the customer needs are met
- To ensure active promotions of products and services based on the customer needs and the product options available
- To provide well-rounded, prompt, high-quality, and professional customer service at all time in the engagement with the customers
- To work with other support teams as necessary to ensure that customer`s queries are clearly escalated to
the correct teams for the required action and follow-up - To deal with all chats, calls or enquiries politely, courteously, professionally and assertively
- To handle and resolved customer complaints within the procedures and guideline provided
- To follow up with the vendors and/or third party vendors/partners when appropriate to ensure seamless service delivery
- Provide positive and quality customer experience by responding directly to questions, feedback, and complaints though chat, social media, email. Should the chat/email or social media interaction be deemed easier to resolve via outbound calls, the channel of communication need not be restricted to just non-voice channels.
- Creatively articulate information/business rules via excellent written and soft communication skills
- Guide and support customers in their needs to engage with the proper support teams
- Track all activities in the case management tool
- Support others on the team to manage case load
- Ability to effectively manage the social media platforms of the client
- Shift duties may be required to support operation hours that is subjected to changes based on business needs
- Contribute to the team performance by sharing and implementing Best Practice
- To be open to new task/duty as directed by client/management that may arise due to the changing business needs and market.product launches and promotions
Active Hiring
Broadband and Mobile Consultant
Date Posted: 08-03-2024
Level: Mid Level
The purpose of this role is to provide a high level of customer service by acting as a liaison between consumers and the business, ensuring
that all customers received outstanding service. The Customer service consultant is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may be involved but are not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues, technical support, provisioning and activation, basic sales new sign up and recontract, termination of the service and queries regarding telecommunications products and services.
Responsibilities
Qualifications
- Two (2) years of work experience in handling Technical Support and Chat Support in Telecommunications is required Previous Telco/Broadband customer/client support experience is required.
- Amenable to take inbound calls and chat to resolve technical support/customer service complaints.
- Must be amenable to be cross-trained to handle calls, chat, and email support Microsoft Office and Web experience preferred Provide prompt and professional client service at all times.
- Organized and systematic in handling multiple tasks is highly preferred Excellent interpersonal and communication skills (verbal & written).
- Self-motivated, accountable approach, combined with strong sense of teamwork
- Must be able to type 25 WPM (adjusted speed) with consistent accuracy Affinity for technology required;
- Able to use all related computer hardware and software.
- Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.