Customer Care Support – Fiber Installation

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Addressing Customer Inquiries: Respond to customer questions related to fiber services, installation processes, timelines, and technical requirements via various communication channels.

• Scheduling Installations: Collaborate with customers and technical teams to arrange installation appointments, ensuring timely and effective service delivery.

• Pre-Installation Guidance: Educate customers on the installation process, necessary preparations, safety protocols, and what to anticipate during the service visit.

• Monitoring Installation: Track the status of installations, proactively update customers, and swiftly resolve any scheduling conflicts or delays.

• Issue Resolution: Address concerns regarding delays, technical issues, or service interruptions with professionalism and urgency.

• Technical Support: Provide assistance with basic troubleshooting or direct customers to technical specialists for more complex problems.

• Post-Installation Follow-up: Confirm successful installation, ensure customer satisfaction, and assist with activation or setup.

• Record Keeping: Maintain precise documentation of customer interactions, installation specifics, and reported issues for future reference.

• Escalation Management: Identify issues that require escalation and coordinate with relevant departments while keeping the customer updated.

• Customer Satisfaction: Cultivate relationships, gather feedback, and ensure positive experiences to promote long-term loyalty.

• Compliance and Safety: Adhere to company policies, safety protocols, and industry standards during all customer interactions and installation tasks.

⛳️ Requirements

• Bachelor’s degree in Business, Communications, or a related field.

• Prior experience in customer service, technical support, or call center operations is beneficial.

• Knowledge of fiber optic or telecommunications services is advantageous.

• Exceptional verbal and written communication skills in both English and Filipino.

• Strong interpersonal skills and active listening abilities.

• Proficient in problem-solving and troubleshooting.

• Customer-focused mindset with patience and empathy.

• Capability to manage challenging situations professionally.

• Basic technical knowledge of internet, networking, and fiber installation processes.

• Familiarity with fiber optic technology and installation procedures (training available for those lacking initial skills).

• Experience with customer relationship management (CRM) software and support tools.

• Adaptable and eager to learn.

• Strong attention to detail and organizational skills.

• Ability to thrive under pressure and meet targets.

• Team-oriented with a positive outlook.

• Customer Service Certification (Optional but advantageous).

• Technical Support Certification (Optional but advantageous).

• Communication or Language Proficiency Certifications (Optional but advantageous).

🏝️ Benefits

• All your information will be kept confidential according to EEO guidelines.

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