CSR at Personiv Career Site

Muntinlupa, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Customer Service, Communication, Documentation, Escalation, Product Knowledge, Data Privacy, Performance Metrics, Empathy, Team Collaboration, Upselling

Industry

Outsourcing and Offshoring Consulting

Description

Responsibilities Provide technical support to customers experiencing issues with telecom services (internet, mobile, cable, or VoIP). Diagnose and troubleshoot service disruptions, device malfunctions, and connectivity problems. Guide customers through step-by-step resolutions, including modem/router resets, device configuration, or account verification. Accurately document customer interactions, troubleshooting steps, and resolutions in the system or CRM tool. Escalate complex technical problems to higher-level support when necessary. Educate customers on product features, service plans, and best practices for optimal device or service usage. Ensure compliance with company policies, data privacy standards, and telecom regulatory guidelines. Meet or exceed performance metrics such as call handling time, customer satisfaction, and resolution rates. Deliver professional, empathetic, and customer-focused communication at all times. Collaborate with team members and participate in trainings to enhance product knowledge and technical skills. Qualifications At least college level or graduate preferred. Previous TSR or customer service experience is an advantage, but not required for entry-level roles. At least 1 year of BPO Exp, preferably in TSR with Selling/upselling experience Willingness to work shifting schedules, weekends, and holidays. Amenable to on-site, at Alabang, Muntinlupa City Strong English communication skills; additional language proficiency is a plus. eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Responsibilities

The role involves providing technical support for telecom services, diagnosing and troubleshooting issues like service disruptions and connectivity problems, and guiding customers through step-by-step resolutions. Responsibilities also include accurately documenting interactions, escalating complex issues, and educating customers on product features.