DE033205-Customer Service Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Analyst WORK SETUP: Return to Office RESPONSIBILITIES: • Handle inbound consumer customer contacts transferred from the automated contact layer across voice, chat, email, and digital channels, covering complex billing inquiries, account management, payment processing, and service support. • Resolve billing discrepancies, process adjustments, and manage account changes that require broader service authority or experienced judgment beyond the standard agent tier. • Apply client-defined retention frameworks and service offers for at-risk customers within prescribed authority parameters. • Manage appointment scheduling, technician visit confirmations and rescheduling in coordination with the Dispatch function. • Process service requests include orders, plan changes, upgrades, downgrades, moves, conversions, seasonal holds, and disconnections. • Provide real-time guidance and support to Consumer Care Agents on complex contact handling and exception scenarios. • Escalate contacts exceeding defined service authority to Fidium’s internal team with complete interaction context to avoid customer repetition. • Accurately document all interaction outcomes, contact reasons, and resolution details in the case management system in line with quality and compliance requirements. • Adhere to all applicable data privacy, confidentiality, and regulatory compliance requirements on every interaction. • Meet workstream SLAs, KPIs, and quality targets as defined by the engagement. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2