Broadband and Mobile Consultant

SUMMARY:

The Broadband and Mobile Consultant is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may involve but is not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues and queries regarding telecommunication products and services.

RESPONSIBILITIES:

• Provide exceptional customer service in every customer interaction (chat, social media, email, voice) with the ultimate aim of providing first call resolution.
• Provide positive and quality customer experience by responding directly to questions, feedback, and complaints regarding modem and internet connection.
• Provide well-rounded, prompt, high-quality, and professional customer service at all times in the engagement with customers
• Creatively articulate information/business rules via excellent written communication skills
• Guide and support customers in their needs to engage with the proper support teams
• Available to chat/provide live support (real time) to customers by delivering requested information
• 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
• Be open to new tasks that may arise due to changing business needs and market/product launches and promotions
• Any other task/duty as directed by client/management

QUALIFICATIONS:

• Two (2) years of work experience in handling Technical Support and Chat Support in Telecommunications is required
• Previous Telco/Broadband customer/client support experience is required
• Amenable to take inbound calls and chat to resolve technical support/customer service complaints
• Must be amenable to be cross-trained to handle calls, chat, and email support
• Microsoft Office and Web experience preferred
• Provide prompt and professional client service at all times
• Organized and systematic in handling multiple tasks is highly preferred
• Excellent interpersonal and communication skills (verbal & written)
• Self-motivated, accountable approach, combined with strong sense of teamwork
• Must be able to type 25 WPM (adjusted speed) with consistent accuracy
• Affinity for technology required; Able to use all related computer hardware and software
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.