Customer Care Support in Fiber Installation

## Company Description **Pramira is a premier general contractor delivering safe, high-quality construction services across California.** With deep expertise in buildings, electrical, and telecommunications infrastructure, we are proud to support some of the most vital industries that power our communities — from healthcare and industrial sectors to utilities and telecommunications networks. Rooted in a culture of **safety, integrity, and operational excellence**, Pramira combines industry-leading technology, field-proven processes, and a team of passionate professionals to execute complex projects on time and with precision. We’re not just builders — we’re trusted partners who value long-term relationships and take pride in the work we do. At Pramira, our people are our foundation. We invest in their growth, prioritize their well-being, and empower them to shape the future of the built environment. If you’re looking for a company where your work matters, your voice is heard, and your career can thrive — **you belong at Pramira.** **Join us. Let’s build something better — together.** ## Job Description Customer Care Support plays a vital role in ensuring a seamless fiber installation process, from initial inquiry to post-installation support. Their primary objective is to enhance customer satisfaction by providing timely, accurate, and professional assistance throughout the service lifecycle. Roles and Responsibilities: 1. Responding to Customer Inquiries: Address customer questions regarding fiber services, installation procedures, timelines, and technical requirements through various communication channels. 2. Scheduling and Coordinating Installations: Coordinate with customers and technical teams to schedule installation appointments, ensuring timely and efficient service delivery. 3. Providing Pre-Installation Guidance: Inform customers about the installation process, necessary preparations, safety measures, and what to expect during the service visit. 4. Monitoring Installation Progress: Track installation status, update customers proactively, and resolve scheduling conflicts or delays promptly. 5. Resolving Customer Issues: Handle concerns related to delays, technical difficulties, or service disruptions with professionalism and urgency. 6. Technical Support and Troubleshooting: Assist customers with basic troubleshooting steps or guide them to technical specialists for complex issues. 7. Post-Installation Follow-up: Verify successful installation, ensure customer satisfaction, and provide assistance with activation or setup. 8. Record Maintenance: Maintain accurate documentation of customer interactions, installation details, and issues reported for future reference. 9. Escalation Handling: Identify issues requiring escalation and coordinate with relevant departments while keeping the customer informed. 10. Customer Satisfaction and Loyalty: Build rapport, gather feedback, and ensure positive experiences to foster long-term relationships. 11. Compliance and Safety: Follow company policies, safety protocols, and industry standards during all customer interactions and installation activities. ## Qualifications Educational Background: • Bachelor’s degree in business, Communications, or related fields Experience: • Previous experience in customer service, technical support, or call center operations is advantageous • Familiarity with fiber optic or telecommunications services is a plus Skills and Competencies: • Excellent verbal and written communication skills in English and Filipino • Strong interpersonal and active listening skills • Problem-solving and troubleshooting abilities • Customer-focused attitude with patience and empathy • Ability to handle difficult situations professionally • Basic technical knowledge of internet, networking, and fiber installation processes Technical Knowledge: • Understanding of fiber optic technology and installation processes (training provided if not initially skilled) • Familiarity wi…