Transition Coordinator/Disconnect Call Representative

Philippines
Posted 5 days ago

Job title: Transition Coordinator/Disconnect Call Representative
Work Location: BGC, Taguig (Hybrid)
Qualification: High School Diploma or GED equivalent
No of openings: 8

 

Roles and Responsibilities:

  • Communicates with customers by phone to receive orders to discontinue, add, delete, move, or change service and address other service-related issues
  • Create tickets indicating changes to service as requested by the customer, to include detailed documentation of account services and numbers
  • Provide respectful and knowledgeable assistance to external and internal customers
  • Communicate with external customers on the disconnection process ensuring all support SLA’s are kept
  • Work closely with sales to develop retention efforts when available
  • Demonstrate ability to utilize Job Aids and research issues using knowledgebase and frequently asked question documentation
  • Demonstrate competency with various telecom provisioning formats, technologies (POTS, T1, MPLS, Cloud), and Circuits
  • Ensure time sensitive tasks are completed
  • Assist to resolve termination disputes, where credits may be necessary
  • Address complaints concerning services rendered, resolving the problem when appropriate or escalates problem to proper authority for resolution
  • Notifies proper authority of complaints or service failures to ensure that problems don’t occur in the future, if preventable
  • Flexibility to work different shifts (i.e. not strictly 9 to 5)
  • Upholds client company virtues
  • To meet/exceed and maintain service levels as assigned by management
  • To meet/exceed expected reliability standards

 

Required Skills:

  • 3-5 years of Customer Service or Account Management Experience
  • Telecommunications industry expertise
  • Self-motivated and reliable; able to independently complete tasks and also operate effectively in a team
  • Proven ability to meet deadlines and deal effectively with the stress of a fast-paced environment
  • Able to multi-task effectively
  • Excellent verbal and written communication skills
  • Excellent problem-solving and Application knowledge
  • Intermediate knowledge of Microsoft Office Applications
  • Ability to consistently meet SLA’s

Job Features

Job CategoryTelecom & Network Services
Job Level1 - 5 Years
Experience0 - 5

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