日本と海外をつなぐクラウドソーシング

E-Telecare Global Solutions Inc./ Stream Global Services (BPO)

Customer Service Associate

2008/03～ 2011/08

Process warranty replacements to customers of an American telecom service provider- AT&T. We perform troubleshooting of software glitches on mobile phones over the phone, then check if the customer is eligible of the warranty replacement process. This process requires analysis of the customer’s account. Aside from that, we process credit requests on the account if the customer is qualified of it.

NCO Philippines (BPO)

Customer Service Associate and Technical Support

2011/09～ 2012/08

The account dealt with the billing and technical aspects of a 4G internet service provider- CLEAR(Clearwire). Customers call in regards to their internet connectivity issues such as non-connectivity, internet connection speed, pop-up messages and the likes. I troubleshoot the modems over the phone and resolution is a good If not the best internet connection for the customer.
The billing aspect of the account deals with refunds, credits, payments, and some sort of collections. Billing disputes are common issues that I handled on this account.
Educating customers about their internet service is one important thing also since it is one of the resolutions for the issues they are calling in about.