BioPak is hiring a Customer Complaints Specialist (VOIP / Telecommunication) | Remote

Company Profile Established in 2023, our Telecommunications partner emerged from a mission to provide businesses with a communication provider that's dependable, swift, and committed to delivering superior business communication tools. They are enthusiastic about business communications, continuity, collaboration, and productivity. This translates to a commitment to delivering enhanced service, support, and reliability – simplifying business phone systems and internet solutions for clients. They recognize that forward-thinking businesses require advanced solutions like WhatsApp integration, call recording, on-hold marketing, remote working capabilities, and comprehensive call reporting. This presents an exceptional opportunity for a Customer Service Specialist to join a rapidly expanding telecom organization. Become part of a collaborative team, enhance your professional skills, and construct a sustainable career as the company continues to grow. Job Overview This position focuses on managing customer complaints, escalations, and intricate service challenges within a dynamically growing telecommunications enterprise. You will comprehensively address each case — investigating issues, collaborating with technical teams, recovering dissatisfied customers, and implementing long-term preventative solutions. You will serve as the primary support contact when customers require highest-level assistance, demanding empathy, exceptional communication abilities, analytical thinking, and a proactive approach. This role directly impacts customer satisfaction, service quality, and overall organizational reputation. Duties and Responsibilities Complaints Handling & Escalations - Serve as primary contact for customer complaints, escalations, and high-priority service issues. - Assume complete case ownership from initiation to resolution. - Conduct comprehensive root-cause analysis to identify fundamental underlying problems. - Coordinate with Technical Support, Network Teams, and Business Operations to implement permanent resolutions. - Provide timely customer updates via phone and email, managing expectations transparently. - Utilize empathy and professionalism to de-escalate emotional or sensitive scenarios. Service Recovery & Customer Experience - Apply established service recovery strategies to transform negative experiences into positive outcomes. - Detect recurring issues and recommend process or system enhancements. - Ensure every interaction exemplifies reliability, responsiveness, and customer-centric care. Documentation & Reporting - Maintain comprehensive and precise records of all complaints and resolutions. - Generate clear, succinct complaint reports summarizing findings and outcomes. - Monitor complaint metrics (resolution duration, recurrence, root causes, trends). Collaboration & Support - Engage with offshore/remote staff, guiding complex case management. - Mentor junior Customer Service team members on best practices and challenging conversations. - Participate in internal meetings to enhance overall customer service frameworks. Requirements - 3–4 years experience in complaints handling, escalations, or service recovery, preferably in telecoms/VoIP. - Robust understanding of telecom/VoIP systems and typical service challenges. - Demonstrated capability to convert dissatisfied customers into loyal supporters. - Superior verbal and written communication; empathetic and articulate under pressure. - Experience utilizing CRM systems (HubSpot preferred). - Strong organizational capabilities; ability to simultaneously manage multiple complex cases. Job Type: Direct Employment Employment Type: Full-time Location: Remote Work Schedule: Monday to Friday | 4:00 AM - 12:00 PM Philippine Time (9:00 AM - 5:00 PM UK time) Industry: VOIP/Telecommunication