Customer Care Support – Fiber Installation

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