Deskripsi Pekerjaan
Are you a customer service professional with a passion for telecommunications? HCLTech is looking for a dedicated Customer Service Representative to join our high-performing team in Taguig City. This is a full-onsite role specifically designed for individuals who thrive in a dynamic voice-based environment and have a solid background in fixed-line telecom processes.
As a key member of our team, you will be the voice of our brand, ensuring that every customer interaction is handled with professionalism, efficiency, and empathy. We provide a supportive, global-standard work environment where your expertise in technical troubleshooting and customer retention will be highly valued. If you are looking to advance your career with a world-class technology company, we want to hear from you today.
Tanggung Jawab
- Manage high-volume inbound calls with a focus on resolving technical and billing inquiries related to fixed-line services.
- Provide expert-level support for telecom-specific technical issues, guiding customers through troubleshooting steps effectively.
- Maintain a high level of customer satisfaction (CSAT) by delivering accurate information and personalized solutions.
- Document customer interactions, issues, and resolutions clearly and accurately in our CRM system.
- Collaborate with internal teams to escalate complex technical concerns while maintaining clear communication with the client.
- Adhere to strict quality assurance standards and compliance protocols required by the telecom partner.
- Meet and exceed individual and team-based key performance indicators (KPIs) regarding handle time and call resolution.
Kualifikasi
- Minimum of 6 months to 1 year of experience in a BPO voice account, preferably handling a telecom or fixed-line process.
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Demonstrated ability to navigate multiple software applications and CRM tools simultaneously.
- High level of reliability and the ability to work full-onsite in Taguig City.
- Strong problem-solving skills and a proactive approach to handling customer concerns.
- Willingness to work in shifting schedules, including holidays and weekends, to meet project requirements.
- Excellent active listening skills and a patient, customer-centric attitude.