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