Job description
Join TTEC as a frontline associate supporting a leading Telco Voice account in Iloilo City. This onsite role offers competitive compensation up to PHP 36,700 per month and a pathway to grow within a global customer experience leader.
Youâll report to the team leader and contribute to the success of the customer experience as well as the overall success of the team. Youâll engage with customers via voice calls to resolve inquiries, troubleshoot issues, and provide clear, actionable solutions. Through effective communication and active listening, youâll build trust and ensure each interaction reflects the high standards of TTEC and the Telco partner.
As part of your daily responsibilities, youâll log interactions in our CRM, document outcomes, and follow up on open items. Youâll collaborate with teammates to share best practices and escalate complex cases to specialists when needed. Your adaptability and customer-first mindset will help you meet or exceed performance metrics such as first contact resolution, average handling time, and customer satisfaction scores.
What makes this opportunity exciting is comprehensive training, ongoing coaching, and the chance to develop skills in telecommunications support, product knowledge, and customer care. This is a great next step for a customer service professional seeking an onsite role with a respected global brand.
If you are ready to elevate your career with TTEC, apply today and join a team that values your contributions and provides a pathway to success in the Philippines' vibrant customer service industry.
Responsibility
- Deliver outstanding Telco Voice support to customers via inbound calls, addressing inquiries and concerns with empathy and professionalism.
- Troubleshoot voice services, verify account information, and resolve issues related to line quality, plans, billing, and feature activation.
- Capture and document all customer interactions in the CRM with accuracy and completeness.
- Identify opportunities to educate customers about products and services and, where appropriate, suggest additional offers that meet their needs.
- Maintain meticulous adherence to procedures, privacy, and security guidelines while handling sensitive information.
- Collaborate with team members and supervisors to share knowledge, resolve escalations, and improve customer outcomes.
- Meet or exceed performance metrics such as CSAT, quality scores, and average handle time while onsite.
Qualification
- High school diploma or equivalent; bachelorâs degree is a plus.
- 1-2 years of customer service or call center experience is preferred.
- Excellent verbal and written English communication skills.
- Proficient with computers, keyboard skills, and basic CRM usage.
- Strong problem solving, active listening, and conflict resolution abilities.
- Willingness to work onsite in Iloilo City and adapt to a fast paced environment.
- Ability to stay composed and professional while handling challenging customer interactions.
- Interest in telecommunications and product knowledge is a plus.