Customer Service Representative Live Chat Agent (Telecommunications)

Key Responsibilities

• Handle inbound and outbound customer interactions through phone, chat, email or social media including customer complaint on product and services.

• Provide accurate information and assistance regarding telco products such as mobile, broadband, enterprise connectivity, and managed network services.

• Manage billing, payments, service requests, technical support, new acquisition, general and provisioning inquiries.

• Perform initial troubleshooting for technical issues (e.g., no connection, speed issues, configuration).

• Escalate unresolved or complex issues to the relevant team with complete documentation.

• Coordinate with internal departments (Network Operations, Field Service, Billing) to ensure issue resolution and service restoration.

• Log all customer interactions accurately in the CRM or ticketing system.

• To ensure the achievement of the set KPIs within the specified timeframe and to maintain consistent performance in meeting these targets on an ongoing basis.

• Uphold data privacy and security standards per company and regulatory requirements.

• Participate in team huddles, product updates, and process calibration sessions.

• To be open to new task/duty as directed by client/management that may arise due to the changing business needs and market. Product launches and promotions

Work Qualifications

• At least 2 years of BPO or telco industry experience (consumer or enterprise).

• Excellent spoken and written English communication skills.

• Organized and systematic in handling multiple tasks is highly preferred

• Strong technical aptitude; able to explain telco concepts in simple terms.

• Experience using CRM/ticketing systems).

• Flexible to work in rotating shifts, weekends, and holidays if required.

• Must have reliable internet connectivity, power supply and a suitable home workspace (for WFH setup).

Preferred Skills

• Familiarity with mobile service as mandatory requirement

• Previous Telco/Broadband customer/client support experience

• Background in assisting billing concern, remote troubleshooting or provisioning systems.

Work-from-Home Setup Qualifications

Minimum Requirements:

• Must have a dedicated workspace at home that is quiet, well-lit, and free from distractions.

• Has a stable internet connection and speed.  Backup internet connection is required.

• Power supply must be stable and sufficient to support working hours; access to a backup power source (e.g., UPS or generator) is a plus.

• Willing to use company-issued equipment (PC/laptop) and ensure its proper care and security.

• Equipped with working peripherals such as a headset with noise-canceling microphone and a webcam for virtual meetings.

• Comfortable and knowledgeable  using remote collaboration and productivity tools (e.g., Microsoft Teams, Zoom, Slack, Google Workspace, etc.).

• Willing to comply with company policies on data security, equipment usage, and remote work monitoring.

• Demonstrates strong self-discipline, time management, and communication skills.

• Able to work with minimal supervision while maintaining productivity and quality standards.

• Must be amenable to virtual monitoring and periodic performance check-ins.