Deskripsi Pekerjaan
Are you passionate about delivering exceptional customer service without the pressure of phone calls? 247.ai is looking for a dedicated Non-Voice Customer Service Representative to join our team in Taguig City! This is a unique opportunity to handle a prestigious US Telco Account from the heart of Metro Manila.
As a key member of our customer support team, you will be the backbone of our client's operations. You will manage a variety of customer interactions through email, chat, and other digital channels. Your primary goal is to ensure every customer feels heard, valued, and assisted, regardless of the complexity of their request.
Why join 247.ai? We are a global leader in AI-powered customer experience solutions. By joining us, you become part of a company that values innovation, teamwork, and employee growth. We offer competitive compensation, a vibrant work environment in Taguig, and amazing opportunities for career advancement.
What you will do:
- Handle new account setups and service activations.
- Process customer orders, upgrades, and plan changes.
- Resolve billing inquiries, payment disputes, and account adjustments.
- Troubleshoot service issues and technical concerns.
- Manage cancellations and retention offers.
- Identify opportunities to introduce new products and services.
- Document all interactions accurately in our CRM system.
- Collaborate with team members to improve service delivery.
What we are looking for:
- At least 1 year of Customer Service experience.
- Experience in a Telco account is highly preferred.
- Excellent written English communication skills.
- Ability to type 30+ WPM with high accuracy.
- Strong problem-solving and active listening skills.
- Comfortable working in a fast-paced, metrics-driven environment.
- Amenable to work onsite in Taguig City.
- Must be willing to work on shifting schedules, including weekends and holidays.
247.ai is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Tanggung Jawab
- Manage incoming customer inquiries via email, chat, and web forms relating to a major US Telco account.
- Handle new account creations, service activations, and plan upgrades with accuracy and efficiency.
- Address and resolve billing concerns, payment processing issues, and account adjustments.
- Diagnose and troubleshoot technical service issues, providing clear, step-by-step guidance.
- Identify and execute retention strategies to prevent service cancellations.
- Promote and upsell relevant products, services, and features to enhance the customer experience.
- Document all customer interactions thoroughly within the company's CRM system.
- Maintain high customer satisfaction scores by meeting key performance indicators (KPIs).
Kualifikasi
- At least 1 year of relevant Customer Service experience; Telco experience is a significant advantage.
- Excellent written communication skills in English (grammar and syntax).
- High level of computer literacy and the ability to navigate multiple systems simultaneously.
- Strong attention to detail and problem-solving skills.
- Willing to work onsite in Taguig (BGC or nearby location).
- Flexible to work in shifting schedules, including nights, weekends, and holidays.
- Applicants must be a college graduate or have completed at least 2 years of college.
- Must be a Filipino citizen or have relevant work permits for the Philippines.