SteveJarvey
03-23-2010, 04:59 AM
Telecom Customer Service Representative
Responsibilities:
As a Telecom Customer Service Representative in an inbound call center environment, you will use basic knowledge of telecommunications, processes and systems, as well as department policies and procedures. This position generally receives clear work instructions and typically works under immediate supervision and/or with close direction from more experienced employees. Performance of duties that are considered fairly routine will be expected, but also may involve handling difficult situations that may require deviation from standard procedures. Expertise in handling these matters will require a professional level of decision making.
This position will be responsible for answering and diagnosing incoming service calls from customers. Perform initial diagnosis and take actions to correct problem or initiate repair ticket. Enlist network management personnel, terminal personnel, and other support groups as necessary to facilitate trouble resolution. Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures. Provide information to customer regarding the status and resolution of their reported problem. Performs escalations at specified in intervals. Exercise independent judgment and manage the escalation process as required, in support of trouble repair activities. Update knowledgebase system(s) to provide accurate troubleshooting guidelines related to repair activities. Provide alternate solutions to resolve issues outside normal guidelines and procedures. Perform project management for internal initiatives. Able to assist new hires within the center to minimize/address long duration ETMS ticket issues.
Requirements:
College degree with at least 2 yrs of related job-experience, or an equivalent combination of education and Customer Service experience
Demonstrates a comprehensive knowledge of telecommunications, processes and systems as well as department policies and procedures.
Excellent customer service
Must demonstrate the ability to communicate (written and verbal) in a clear, positive and professional manner with a high level of English proficiency
Good typing skills/ be able to exhibit proper use of grammar with minimum errors
Willing to work in Alabang
Amenable to shifting work schedules (mostly on night shift)
Work experience with telecommunication company is an advantage
Working Conditions/Special Requirements:
Work is maintained in a shared workspace environment and may require different start times and shift work to maintain support of a 7 x 24 operation. Work time may be fixed or rotational depending on business need.
Please email your resume at stevejarvey@gmail.com
Responsibilities:
As a Telecom Customer Service Representative in an inbound call center environment, you will use basic knowledge of telecommunications, processes and systems, as well as department policies and procedures. This position generally receives clear work instructions and typically works under immediate supervision and/or with close direction from more experienced employees. Performance of duties that are considered fairly routine will be expected, but also may involve handling difficult situations that may require deviation from standard procedures. Expertise in handling these matters will require a professional level of decision making.
This position will be responsible for answering and diagnosing incoming service calls from customers. Perform initial diagnosis and take actions to correct problem or initiate repair ticket. Enlist network management personnel, terminal personnel, and other support groups as necessary to facilitate trouble resolution. Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures. Provide information to customer regarding the status and resolution of their reported problem. Performs escalations at specified in intervals. Exercise independent judgment and manage the escalation process as required, in support of trouble repair activities. Update knowledgebase system(s) to provide accurate troubleshooting guidelines related to repair activities. Provide alternate solutions to resolve issues outside normal guidelines and procedures. Perform project management for internal initiatives. Able to assist new hires within the center to minimize/address long duration ETMS ticket issues.
Requirements:
College degree with at least 2 yrs of related job-experience, or an equivalent combination of education and Customer Service experience
Demonstrates a comprehensive knowledge of telecommunications, processes and systems as well as department policies and procedures.
Excellent customer service
Must demonstrate the ability to communicate (written and verbal) in a clear, positive and professional manner with a high level of English proficiency
Good typing skills/ be able to exhibit proper use of grammar with minimum errors
Willing to work in Alabang
Amenable to shifting work schedules (mostly on night shift)
Work experience with telecommunication company is an advantage
Working Conditions/Special Requirements:
Work is maintained in a shared workspace environment and may require different start times and shift work to maintain support of a 7 x 24 operation. Work time may be fixed or rotational depending on business need.
Please email your resume at stevejarvey@gmail.com