Senior Channel Account Manager - Colorado & Utah
Ooma, Inc.
CloudVoIP
Customer Service Specialist, VoIP / Telecommunication
Manila Recruitment
full-time
Posted on:
Origin: • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
VoIP
About the role
- Are you passionate about delivering excellent customer care and resolving complex issues? You’ll be the main point of contact for escalated customer complaints and service issues.
- Be the go-to person when customers need help the most, combining empathy with problem-solving and clear communication.
- Company built to provide reliable, fast business communication tools, including WhatsApp integration, call recording, on-hold marketing, remote working solutions, and call reporting.
- Duties: Be the main point of contact for escalated customer complaints and service issues; investigate problems thoroughly and work with technical teams to find lasting solutions; communicate clearly and with empathy by phone and email, keeping customers updated; take ownership of cases from start to finish; track recurring issues and share insights with management; produce clear reports on complaints and customer feedback; support and mentor offshore/remote support staff; play a key role in building a culture of excellent customer service across the business.
Requirements
- 3–4 years’ experience in customer service within telecoms/VoIP.
- A proven track record of handling complaints and turning unhappy customers into satisfied ones.
- Strong knowledge of VoIP services and telecom processes.
- Excellent written and verbal communication skills.
- Confident and empathetic on the phone, professional and clear over email.
- Experience using CRM platforms (HubSpot preferred).
- Strong organisational skills, able to juggle multiple cases.
- Experience working in a growing SME environment is an advantage.
