Provisioning Consultant

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 receive outstanding service.

• To provide exceptional customer service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution
• Manage customer service, provisioning and support activities, recognizing that these are closely connected with the day-to-day customer experience
• Strive for first call resolution by providing exceptional service through the facilitation of ownership of the raised concern.
• 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 (hourly, daily, weekly, monthly)
  • Attendance
  • Adherence to Schedule
  • Sales Conversion
  • Average Handling Time
  • Survey Net Promoter Score
  • Survey Agent Performance Score
  • Survey Transfer Rate
  • First Call Resolution
• To manage customer service queries, including sales-related, provisioning, billing and technical support matters, recognizing that these are closely connected with the day-to-day customer experience to be delivered to our customers.
• To bring up ongoing service issues and recommend solutions to the supervisors for further action
• To maintain an awareness of customer needs and potential service issues through customer contact, including escalated calls, 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 promotion of products and services based on customer needs and the product options available
• To work with other support teams as necessary to ensure that customers’ queries are clearly escalated to the correct teams for the required action and follow-up.
• To deal with all calls and enquiries politely, courteously, professionally and assertively
• To handle and resolve customer complaints within the procedures and guidelines provided
• To follow up with vendors and/or third Party vendors when appropriate to ensure seamless service delivery
• To be open to new tasks that may arise due to changing business needs and market/product launches and promotions
• To provide first level technical support to help customers resolve problems related to Internet access (via broadband, Wi-Fi), Operating Systems, email clients; cabling, router setup and others (potentially will extend to support for Mobile Technical services at a later stage)
• To handle enquiries/feedback/issues on products and services in a timely and professional manner, ensuring that accurate information and advice are given to customers at all times
• To respond and follow up promptly on all customer requests via emails and provide timely responses to enhance quality customer experience
• To collect and channel feedback on customer issues, processes and service enhancement to Management as an ongoing process for striving towards service excellence
• To provide statistics and information on the nature of calls and the customers’ issues, especially when there are new promotions and product launches

• Candidate must have completed at least two (2) years in college
• At least two (2) years of call center/BPO experience handling voice accounts is a must
• Previous experience in telco/broadband accounts is a definite advantage
• Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy
• Can deal with clients comfortably and confidently at all levels of responsibility, authority, and rank
• Ability to make sound decisions, goal-oriented, energetic, and a forward thinker who has set high standards
• Solid business understanding and commercial acumen
• Exceptional time management and the ability to prioritise both customer and team demands
• Solid understanding of contact centre metrics and performance improvement triggers
• Can work independently and manage multiple activities at a time
• Strong commitment to service and a flexible can-do attitude
• Takes initiative and deliver solutions
• Must be willing to work in BGC in an early morning shift and weekend schedule if needed

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.