Customer Service Associate – Retail Telecom Provisioning Support (WFO, Manila)

Are you looking for a Manila job in customer support that puts you at the center of real retail transactions — where your accuracy and responsiveness directly impact the experience of customers at the store level? Fusion CX is hiring Customer Service Associates to provide inbound operational and provisioning support to retail store representatives managing device activations, upgrades, and service configuration issues. If you are exploring a structured customer service job in Manila with clear responsibilities, defined processes, and exposure to telecom provisioning workflows, this role is built for you.

Job Description:

About the Role

You will serve as the back-office support point for retail Store Representatives who encounter transaction errors during customer-facing interactions. The role focuses on resolving activation fallouts, correcting service option codes, and ensuring smooth provisioning outcomes across device changes, upgrades, and SIM-related issues.

Key Responsibilities

• Resolve customer activation fallout cases involving failed or incomplete service activations.
• Add or update service option codes (SOC) to correct or modify plan configurations as needed.
• Support device and plan upgrades that encounter system-related issues or errors.
• Address equipment and device change discrepancies within provisioning systems.
• Assist with SIM swap cases where replacements result in provisioning or system mismatches.
• Provide structured inbound support to Store Representatives handling customer-facing transaction issues requiring back-office resolution.
• Ensure accurate plan updates and timely resolution of store-reported errors that impact customer transactions.
• Maintain proper documentation and case tracking for all provisioning and activation support activities.

Responsibilities may evolve based on operational requirements.

Job Requirements:

Education

• Graduation from a recognized institution.

Experience & Skills

• Strong attention to detail in handling system-driven transaction updates and provisioning workflows.
• Ability to work within structured back-office operational processes.
• Clear and professional communication skills for coordination with retail store teams.
• Capability to manage activation and provisioning-related discrepancies with accuracy and efficiency.
• Organized and process-oriented approach to case documentation and resolution.

Language & Communication Requirements

• Professional verbal and written communication skills in English required.

Work Mode & Location

Work Mode: WFO Location: Manila, Philippines

Why Join Fusion CX?

Retail telecom operations move fast, and the people behind the scenes make every customer transaction possible. At Fusion CX Manila, you will gain hands-on exposure to provisioning workflows, activation management, and structured retail transaction support within a performance-driven environment that values accuracy, accountability, and clear communication. For professionals seeking a stable Manila job or building a long-term customer support career in telecom back-office operations, this role offers real ownership, operational depth, and a strong foundation to grow with Fusion CX. Apply now and take the next step with Fusion CX.