Customer Support - Telco (Dayshift)

A Consultant interacts with customers and acts as a liaison between customers and companies by providing information to address inquiries regarding products and services. In addition, a customer service representative deals with, assists and helps resolve any customer complaints, orders, errors, account questions, billing, cancelations, and other queries about products and services.

• Responsible for handling all telephone, e-mail or live chat enquiries
• Responsible for providing customers with correct information and resolutions for all service requests
• Handle and resolve customer complaints within the procedures and guidelines provided
• Ensure all client enquiries are recorded into the system, confirming all details of the enquirer with 100% accuracy
• Ensure compliance with goals, policies and procedures are adhered to at all times
• Dealing with all calls and enquiries politely, courteously, professionally and assertively
• Matching customer’s need to client’s products and services
• Responsible for archiving, filing and distribution of documentation
• Provide well-rounded, prompt, high-quality, and professional client service at all times
• Any other task/duty as directed by client/management

• Candidate must possess at least a Bachelor’s/College Degree
• Must have an active passport ready for the opportunity to travel
• Must have at least two (2) years of experience as a Customer Service Representative for Telstra in a BPO/Offshoring setting
• Must have a sound understanding of Telstra products, systems and processes for Business and Consumer Customers
• Proficiency in using Microsoft Office applications
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
• Demonstrate commitment in upholding core values and behavioral standards
• Excellent customer service, problem solving and analytical skills
• Ability to be flexible, adaptable and work in fast-paced environment
• Strong command of the English language, both oral and written

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.