Massive Hiring Call Center Job Open for newbies Concentrix Makati

Description

An AT&T Telco account in a BPO (Business Process Outsourcing) setup usually involves providing customer service, technical support, or sales assistance for AT&T’s telecommunications products and services. The exact scope depends on whether it’s voice, chat, email, or blended support, but here’s a detailed breakdown

As an AT&T Telco Account Representative in a BPO environment, you will handle customer interactions for AT&T’s telecommunications services, including mobile, internet, landline, and TV. The role involves assisting customers with inquiries, troubleshooting issues, processing service requests, upselling products, and ensuring customer satisfaction while meeting performance targets.

1. Customer Service

Handle inbound or outbound calls, chats, or emails for AT&T customers.

Answer questions about billing, plans, and service usage.

Process account updates, payments, or service activations.

2. Technical Support

Troubleshoot connectivity issues for mobile, internet, or TV services.

Guide customers through device setup, modem / router configurations, and basic network fixes.

Escalate unresolved technical problems to higher-level support teams.

3. Sales & Retention

Recommend AT&T products or plan upgrades based on customer needs.

Offer bundle packages to increase customer value.

Handle account cancellations and attempt customer retention through solutions or promotions.

4. Account Management

Maintain accurate and updated customer records in the system.

Follow AT&T policies for data privacy and compliance.

Process service requests such as upgrades, downgrades, or relocations.

5. Performance & Quality

Meet KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and sales targets.

Adhere to call scripts, quality standards, and compliance regulations.

6. Collaboration & Reporting

Coordinate with internal teams for escalations or complex cases.

Provide feedback to team leaders about recurring customer issues.

Attend training to stay updated on AT&T’s latest products and policies.

Requirements

Minimum Qualification

High school graduate (old curriculum)

Senior high school graduate

College undergraduate (any course)

With or without BPO / Call center experience

With laptop / desktop equipment

For virtual process ( online process for 1 day process hiring)