Customer Service Specialist
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What you'll do
- Effectively coordinate, track and complete multiple porting projects with zero downtime for our customers
- Serve as a liaison between our providers, Virtual Contact Center Provisioning, partners, and end users for porting requests
- Work closely with 8x8's underlying local exchange carriers (LEC) and international carriers to facilitate phone number transfers
- Monitor port requests from inception to completion
- Enable ported telephone numbers
- Assist with Virtual Contact Center Provisioning activities and duties as needed
- Troubleshoot and resolve escalations from customers, sales, and other support teams through phone, chat, cases, and/or e-mails
- Assist with training duties
What they're looking for
- Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
- 2-3 years of experience in a Customer Support/Customer Service role
- Customer Service Management (CRM) systems and knowledge management solutions expertise
- Proficient with a client facing role
- Ability to work across teams and across all levels of the organization
- Familiar with telecommunications terms and infrastructure
- Interpersonal skills and character to build trust and maintain credibility
- Expertise in managing and tracking databases using MS Excel
- Understanding of basic billing concepts
- Excellent written and spoken English language skills
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
The Customer Service Specialist, part of the Local Number Portability (LNP) team, enables consumers to transfer their existing telephone number (traditional or Internet-based) from one phone service provider to another. With 8x8 Internet Phone Service, customers can request the portability service free of charge at any time during the initial order process or even after they have become an 8x8 subscriber, as long as they maintain phone service for the number they want to transfer.
As a Customer Service Specialist, you will ensure the highest level of customer satisfaction by successfully coordinating the porting of LNP projects for 8x8s larger customers and partners. You will balance a variety of responsibilities and communicate effectively across multiple groups while exemplifying 8x8 core values.
Responsibilities
Effectively coordinate, track and complete multiple porting projects with zero downtime for our customers
Serve as a liaison between our providers, Virtual Contact Center Provisioning, partners, and end users for porting requests
Work closely with 8x8's underlying local exchange carriers (LEC) and international carriers to facilitate phone number transfers
Monitor port requests from inception to completion
Enable ported telephone numbers
Assist with Virtual Contact Center Provisioning activities and duties as needed
Troubleshoot and resolve escalations from customers, sales, and other support teams through phone, chat, cases, and/or e-mails
Assist with training duties
Qualifications
Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
2-3 years of experience in a Customer Support/Customer Service role
Customer Service Management (CRM) systems and knowledge management solutions expertise
Proficient with a client facing role
Ability to work across teams and across all levels of the organization
Familiar with telecommunications terms and infrastructure
Interpersonal skills and character to build trust and maintain credibility
Expertise in managing and tracking databases using MS Excel
Understanding of basic billing concepts
Excellent written and spoken English language skills
Work Arrangement:
Hybrid — 2 days in-office per week. Schedule: Monday–Friday, 12:00 AM – 9:00 AM (Philippines time).
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
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