Customer Care Associate - Billing and Sales

Customer Service Representative – Billing & Sales (International Telco Account)Job Summary

We are looking for customer-focused individuals to join our team as Customer Service Representatives supporting an international telecommunications account. The successful candidate will assist customers with billing concerns, account-related requests, and service inquiries while identifying suitable products and service options to enhance the customer experience.

Key Responsibilities

• Handle incoming customer inquiries regarding mobile, internet, telephone, and other telecommunications services.
• Review billing statements, explain charges, process payments, and assist with billing discrepancies or disputes.
• Help customers update account information, modify service plans, and manage service-related requests.
• Provide clear information about available packages, promotions, upgrades, and additional services based on customer needs.
• Identify appropriate sales opportunities through product recommendations, upselling, and cross-selling.
• Address customer complaints professionally and work toward timely, satisfactory resolutions.
• Maintain accurate customer records and document transactions using the company's systems.
• Follow account guidelines, data privacy requirements, and established service and sales performance standards.
• Coordinate with the appropriate support teams when concerns require further investigation or escalation.

Qualifications

• At least a Senior High School graduate or equivalent; college-level education or a college degree is an advantage.
• Previous experience in customer service, telecommunications, billing, or sales is preferred.
• Strong verbal communication skills and the ability to communicate effectively with international customers in English.
• Customer-oriented, patient, and capable of handling concerns in a professional manner.
• Comfortable discussing service plans, explaining charges, and recommending relevant products or upgrades.
• Demonstrates problem-solving skills, attention to detail, and the ability to manage multiple customer concerns.
• Basic computer proficiency and the ability to navigate customer management systems.
• Willing to work onsite in Davao City and follow a shifting work schedule.

Preferred Experience

• Exposure to international telecommunications accounts.
• Familiarity with mobile, broadband, cable, or telephone services.
• Experience in billing resolution, payment processing, account retention, or sales-driven customer service.

Work Setup

• Location: Davao City
• Work Arrangement: Onsite
• Account: International Telecommunications – Billing and Sales
• Schedule: Shifting schedule, including weekends or holidays as required by the account.