Customer Service Live Chat and Voice Agent (English Speaker)

Position Overview

The purpose of this role is to provide a high level of customer service by acting as a liaison between consumers and the business, ensuring that all customers received outstanding service.  The Customer service consultant is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may be involved but are not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues, technical support, provisioning and activation, basic sales new sign up and recontract, termination of the service and queries regarding telecommunications products and services.

Key Responsibilities

• To be able to meet with the KPIs that have been set to be achieved within the stipulated timeframe and also to maintain consistency in the continual achievement of the targets on an ongoing basis

• To manage customer service queries including sales-related, provisioning, billing and support matters, technical support, troubleshooting, termination, recontract, and other telecommunications products and services, recognising that these are closely connected with the day to day customer experience to be delivered to our customers

• To provide exceptional customer service in every customer interaction (primarily chat and voice service, and not restricted to include email and social media) with the ultimate aim of providing first call resolution

• To bring up ongoing service issues and recommend solutions to the supervisor for further action

• To maintain awareness of customer needs and potential service issues through customer contact,including escalated calls, chats, emails and other customer contact channels

• To support the sales team in the identification of and action on potential selling opportunities to generate revenue, taking appropriate follow up actions to ensure that the customer needs are met

• To ensure active promotions of products and services based on the customer needs and the product options available

• To provide well-rounded, prompt, high-quality, and professional customer service at all time in the engagement with the customers

• To work with other support teams as necessary to ensure that customer`s queries are clearly escalated to the correct teams for the required action and follow-up

• To deal with all chats, calls or enquiries politely, courteously, professionally and assertively

• To handle and resolved customer complaints within the procedures and guideline provided

• To follow up with the vendors and/or third party vendors/partners when appropriate to ensure seamless service delivery

• Provide positive and quality customer experience by responding directly to questions, feedback, and complaints though chat, social media, email. Should the chat/email or social media interaction be deemed easier to resolve via outbound calls, the channel of communication need not be restricted to just non-voice channels.

• Creatively articulate information/business rules via excellent written and soft communication skills

• Guide and support customers in their needs to engage with the proper support teams

• Track all activities in the case management tool

• Support others on the team to manage case load

• Ability to effectively manage the social media platforms of the client

• Shift duties may be required to support operation hours that is subjected to changes based on business needs

• Contribute to the team performance by sharing and implementing Best Practice

• 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.