CSR - US Telco (BGC, Taguig)

Key Responsibilities

Handle inbound customer calls, chats, or emails regarding telecommunications products and services. Assist customers with account inquiries, billing concerns, payments, and service-related issues. Provide information about mobile, internet, cable, phone, or other telecommunications services. Troubleshoot basic connectivity, device, and service issues and guide customers through appropriate solutions. Process account updates, service changes, upgrades, downgrades, and other authorized requests. Explain plans, promotions, fees, terms, and service features accurately. Investigate customer concerns and coordinate with appropriate departments when escalation is required. Document customer interactions, transactions, and resolutions accurately in the CRM or account-management system. Maintain professionalism and empathy when handling difficult or dissatisfied customers. Protect customer information and follow company policies, security procedures, and data-privacy requirements. Meet established customer service, quality, productivity, and attendance standards. Identify opportunities to recommend relevant products or services based on customer needs when applicable. Qualifications

High school diploma or equivalent; college education is an advantage. Previous customer service, call center, BPO, or telecommunications experience is preferred. Excellent verbal and written English communication skills. Strong listening, interpersonal, and problem-solving skills. Basic understanding of telecommunications, mobile, internet, or cable services is an advantage. Comfortable using computers, CRM systems, ticketing platforms, and multiple applications. Ability to multitask while maintaining accuracy and professionalism. Willingness to work U.S. business hours, including night shifts, weekends, and holidays when required.