Customer Service for Telco Account
Customer Service for Telco Account
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Job Description
Overview
Responsibilities
- Act as the primary point of contact for customer inquiries related to services and products.
- Provide prompt and accurate information regarding billing service options and troubleshooting processes.
- Resolve customer complaints and issues efficiently while maintaining professionalism and empathy.
- Document customer interactions and feedback in customer relationship management (CRM) systems.
- Assist customers in navigating telecommunications services and product offerings.
- Engage in continuous learning about telecommunications technology and product updates.
- Identify opportunities to upsell or crosssell additional services based on customer needs.
- Work collaboratively with other departments to ensure customer satisfaction and service standards are met.
- Participate in training sessions to improve customer service skills and product knowledge.
- Maintain a positive attitude and proactively manage stress during highvolume call periods.
- Follow up with customers after resolution of issues to ensure satisfaction.
- Report any recurring issues or customer feedback to management for process improvement.
- Adhere to company policies and procedures including data protection regulations.
- Utilize appropriate tools and technology to enhance customer service delivery.
- Contribute to team goals and actively participate in team meetings.
Qualifications
- High school diploma or equivalent; Bachelors degree preferred.
- Proven customer service experience ideally in a telecommunications environment.
- Strong verbal and written communication skills.
- Ability to manage multiple tasks in a fastpaced environment.
- Proficiency in using customer service software and Microsoft Office Suite.
- Solid understanding of telecommunications products and industry trends.
- Experience in handling difficult customers and resolving conflicts effectively.
- Knowledge of customer relationship management (CRM) systems.
- Demonstrated ability to work independently and collaborate within a team.
- Willingness to learn and adapt to new technologies.
- Basic technical skills regarding telecommunications equipment.
- Strong organizational and time management skills.
- Ability to work flexible hours including evenings and weekends if needed.
- Positive attitude and a proactive approach to problemsolving.
- Experience in sales or upselling is a plus.
- Fluency in multiple languages is an advantage.
time management,problem-solving skills,proficiency in customer service software,active listening,empathy,customer service,microsoft office suite,crm systems,knowledge of telecommunications products,communication skills,problem-solving,customer service experience,team collaboration,time management skills,organizational skills,telecommunications,flexibility,adaptability
Employment Type
Full Time
Company Industry
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
