Customer Service Representative – Telco Account

The Customer Service Representative (CSR) for a Telecommunications Account is responsible for delivering excellent customer support to subscribers by addressing inquiries, resolving issues, and ensuring a smooth and positive customer experience. This role requires strong communication skills, problem-solving abilities, and a customer-focused mindset to handle billing concerns, technical troubleshooting, service activations, and account updates.

Job Responsibilities:

• Handle inbound and outbound customer calls regarding mobile, internet, or cable services.
• Provide accurate information on products, plans, promos, billing details, and service features.
• Assist customers with troubleshooting technical issues such as connectivity problems, device setup, and service interruptions.
• Process account changes including upgrades, plan modifications, payments, and reconnections.
• Resolve customer complaints promptly and escalate complex cases to the appropriate support teams when necessary.
• Document customer interactions, resolutions, and follow-ups in the CRM system.
• Ensure adherence to company policies, service standards, and quality guidelines.
• Meet individual and team performance metrics such as CSAT, AHT, and FCR.
• Uphold a professional and friendly attitude to enhance customer loyalty and satisfaction.

Qualifications:

• At least high school graduate
• No job experience required
• Above average English communications skills