job description
Join IBEX Global Solutions as a Telecommunications Account Specialist in the vibrant heart of Bali! This is your opportunity to leverage your BPO expertise in a dynamic, international environment while enjoying the island’s world-class lifestyle.
As a key member of our client-facing team, you’ll serve as the primary point of contact for telecommunications customers, delivering exceptional service and resolving complex inquiries. With a competitive salary package (up to ₱27,000/month), this role offers stability, growth, and the chance to work with a global leader in customer experience solutions.
Why Bali? Beyond the professional rewards, you’ll thrive in a community of expats and locals alike, with access to co-working spaces, beachside cafes, and a work-life balance that’s second to none. Whether you’re based in Canggu, Ubud, or Denpasar, this role lets you build your career without sacrificing your passion for adventure.
*Salary is performance-based and may include incentives.
Responsibility
- Handle inbound and outbound calls, emails, and chats for telecommunications clients with professionalism and empathy.
- Resolve customer inquiries, complaints, and technical issues related to billing, services, and account management.
- Meet and exceed KPIs for call quality, resolution time, and customer satisfaction (CSAT).
- Collaborate with cross-functional teams to escalate and resolve complex customer issues.
- Maintain accurate records of customer interactions in CRM systems (e.g., Salesforce, Zendesk).
- Stay updated on telecommunications products, promotions, and industry trends to provide informed support.
- Upsell or cross-sell services where appropriate to enhance customer experience and revenue.
- Adhere to company policies, compliance standards, and data protection regulations.
Qualifications
- Minimum 1 year of BPO/call center experience (telecommunications, customer service, or technical support preferred).
- Excellent English communication skills (verbal and written) with a neutral accent.
- Proven ability to handle high-volume calls and multitask in a fast-paced environment.
- Strong problem-solving skills and a customer-first mindset.
- Familiarity with CRM tools, call center software, or telecommunications systems is a plus.
- High school diploma or equivalent; college degree is advantageous.
- Willingness to work in shifting schedules (including nights/weekends) to support global clients.
- Based in or willing to relocate to Bali, Indonesia (Canggu, Ubud, Denpasar, or surrounding areas).