Customer Representative (Philippines Branch)

Job Title: Customer Representative (Philippines Branch)
Company: PhoneBox Network Ltd.
Location: Metro Manila, Philippines ( IBM Plaza, 8 Eastwood Ave, Quezon city. )

COMPANY OVERVIEW:
Connex Global Communications Inc. o/a PhoneBox, established in 2011, operates in both Canada and the US. Our mission is to provide fast, affordable, and reliable phone service options to newcomers, travelers, students, and workers. We are dedicated to helping our customers easily access internet and communication services, ensuring they are connected wherever they go. As we expand our operations, we are looking for a reliable and capable Customer Service representative & Operation to join our teams, including Customer Support, Operations, and Sales.

POSITION OVERVIEW:

We are seeking an experienced Customer Service representative to join our team in the Philippines, the ideal candidate will have experience how to handle a different scenarios of the problem resolve and giving resolution to the client via multiples channels (both offline and online), This role will require you to work on site in the office only.

JOB DESCRIPTION

• Receiving and processing inquiries for account changes and customer care topics over phone, Livechat, email , and SMS texts
• Follow and respond to inquiries based on guidelines provided by Operations & Customer Support Manager and relation Manager
• Respond to inquiries in a timely and professional manner
• Assist management with administrative duties
• Ensure that all communications are returned/responded to within 24 hours or by the next business day to maintain efficient information flow
• Process online activations, suspensions, restoration, and other account changes following guidelines in timely manner
• Reporting concerned items daily to the manager and write the weekly report on tasks performed and expectations for next week.
• Processing backend related operation such as payment, billing, account changes, refunds, Account receivable, Data entry
• Conducting interviews, onboarding, training to new and existing team
• Working on retention and out-bound calls sales to new and existing users

REQUIREMENTS

• General office/administrative skills, with above-average writing skills
• Good English proficiency, written and verbal
• Handle customer inquiries, complaints, billing questions and payment issues/services
• Good Communicator, detail oriented, organized, computer savvy and a multitasker
• Ability to function well in a busy and high volume environment.
• Ability to work effectively, both independently and as part of a team.
• Ability to consistently offer professional and engaging customer service.
• Ability to work weekends as needed
• Intermediate to advanced skills using a variety of computerized software packages such as Microsoft Office Suite