Role Overview

Responding to Customer Inquiries: Address customer questions regarding fiber services, installation procedures, timelines, and technical requirements through various communication channels.
Scheduling and Coordinating Installations: Coordinate with customers and technical teams to schedule installation appointments, ensuring timely and efficient service delivery.
Providing Pre-Installation Guidance: Inform customers about the installation process, necessary preparations, safety measures, and what to expect during the service visit.
Monitoring Installation Progress: Track installation status, update customers proactively, and resolve scheduling conflicts or delays promptly.
Resolving Customer Issues: Handle concerns related to delays, technical difficulties, or service disruptions with professionalism and urgency.
Technical Support and Troubleshooting: Assist customers with basic troubleshooting steps or guide them to technical specialists for complex issues.
Post-Installation Follow-up: Verify successful installation, ensure customer satisfaction, and provide assistance with activation or setup.
Record Maintenance: Maintain accurate documentation of customer interactions, installation details, and issues reported for future reference.
Escalation Handling: Identify issues requiring escalation and coordinate with relevant departments while keeping the customer informed.
Customer Satisfaction and Loyalty: Build rapport, gather feedback, and ensure positive experiences to foster long-term relationships.
Compliance and Safety: Follow company policies, safety protocols, and industry standards during all customer interactions and installation activities.

Requirements

Bachelor’s degree in business, Communications, or related fields
Previous experience in customer service, technical support, or call center operations is advantageous
Familiarity with fiber optic or telecommunications services is a plus
Excellent verbal and written communication skills in English and Filipino
Strong interpersonal and active listening skills
Problem-solving and troubleshooting abilities
Customer-focused attitude with patience and empathy
Ability to handle difficult situations professionally
Basic technical knowledge of internet, networking, and fiber installation processes
Understanding of fiber optic technology and installation processes (training provided if not initially skilled)
Familiarity with customer relationship management (CRM) software and support tools
Adaptability and willingness to learn
Attention to detail and organizational skills
Ability to work under pressure and meet targets
Team player with a positive attitude
Customer Service Certification (Optional)
Technical Support Certification (Optional)
Communication or Language Proficiency Certifications (Optional)

Benefits

All your information will be kept confidential according to EEO guidelines

Pramira

Open Positions (1)

Other

Customer Care Support – Fiber Installation