Customer Service Associate – Telecom (Wireline Enterprise) – Manila, Philippines

Looking for customer service jobs in Manila with strong career growth in the telecom sector? Fusion CX is hiring in Manila for Customer Service Associates to support enterprise telecom clients. If you’re exploring BPO jobs in Manila, telecom customer support roles, or Manila jobs for graduates with call center experience, this opportunity offers hands-on exposure to large business accounts, skill development, and long-term career growth.

Job Description:

About the Role

As a Customer Service Associate for our Wireline Enterprise campaign, you will support large business (B2B) telecom customers, handling both wireline and wireless services. You will manage complex account interactions across multiple channels including phone, SMS, email, and chat, ensuring accurate and efficient resolution. This role is ideal for candidates seeking enterprise customer service jobs in Manila with exposure to advanced telecom solutions and account management.

Key Responsibilities

• Handle a high volume of inbound customer interactions via phone, SMS, email, and chat
• Manage enterprise (large business) customer accounts for wireline and wireless services
• Support account activities, including:
  • Renewals
  • Cancellations
  • New service connections
  • Service migrations
• Accurately document all customer interactions in web-based and legacy CRM systems
• Identify customer needs and provide appropriate solutions in a timely manner
• Perform outbound communication as required for follow-ups and service updates
• Escalate complex issues to supervisors as needed
• Track and monitor individual performance metrics (KPIs) through internal systems
• Ensure high levels of customer satisfaction through professional and solution-oriented interactions

Job Requirements:

• Minimum graduate degree preferred (High school diploma or equivalent required)
• 1–2 years of call center experience, preferably in customer service or account management
• Strong English communication skills (verbal and written)
• Proficient in computer usage and the ability to multitask across multiple systems
• Experience working with CRM applications (web-based or legacy systems preferred)
• Knowledge of the US telecommunications industry is an advantage
• Strong understanding of wireline technologies (POTS, PABX, Centrex) preferred
• Excellent problem-solving and analytical skills
• Ability to work in a fast-paced, performance-driven environment
• Strong team player with a customer-first mindset

Why Join Fusion CX?

At Fusion CX, we are committed to transforming customer experiences through innovation, people-first values, and operational excellence. As part of our telecom team, you will:

• Build a career with a global CX leader offering stable and rewarding opportunities
• Gain exposure to enterprise-level telecom support
• Work in a collaborative and high-performance environment
• Access continuous learning, coaching, and leadership development programs
• Grow within an organization that values performance, recognition, and career progression

If you are ready to advance your career in customer service and be part of a dynamic telecom support team, apply today and join Fusion CX in delivering exceptional customer experiences.