Customer Contact Comms Associate

Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Associate

**Qualifications:**Any Graduation

**Years of Experience:**1 to 3 years

**Language - Ability:**English(International) - Expert

What would you do

• These interactions span a range of support areas, including billing and payments, digital services, product and service enquiries, handset and device support, general or ad-hoc queries, and account administration. Throughout these engagements, it is important to identify and capitalise on value-added opportunities that support sales, drive revenue growth, and strengthen customer retention within the channel.

  The Business Inbound Messaging (Chat) Agent is responsible for supporting business customers through digital messaging channels, providing timely and effective assistance across a wide range of account, product, and service-related enquiries. Operating at a Senior Analyst level, this role requires strong digital communication skills, commercial awareness, and the ability to identify and capitalise on value-added opportunities that drive sales, support revenue growth, and enhance customer retention. Agents play a key role in delivering a seamless and efficient customer experience while contributing to broader business objectives.

  Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.

• , Excellent written communication skills with the ability to engage customers clearly and professionally via chat.

  Strong commercial awareness with the ability to identify and act on sales and retention opportunities.

  Advanced problem-solving and analytical skills.

  Ability to manage multiple concurrent chat conversations effectively.

  High attention to detail and accuracy in CRM documentation.

  Strong digital literacy and ability to navigate multiple systems simultaneously.

  Ability to work independently and demonstrate ownership of customer outcomes.

  Resilience and adaptability in a fast-paced, performance-driven environment.,

  , 2-5 years o experience in customer service, digital support, or inbound messaging roles (B2B experience preferred).

  Experience supporting customers through live chat or digital messaging platforms is strongly preferred.

  Proficiency in CRM systems and digital engagement tools.

  Telecommunications or technology sector experience is advantageous.

  Demonstrated ability to meet or exceed service and commercial performance targets.,

• , Manage inbound chat interactions with business customers via digital messaging platforms.

  Provide support across key service areas, including:

  Billing and payment enquiries

  Digital services support

  Product and service enquiries

  Handset and device troubleshooting and assistance

  General and ad-hoc queries

  Account administration and maintenance

  Resolve customer issues promptly while maintaining high service quality standards.

  Identify upselling, cross-selling, and retention opportunities during customer interactions.

  Guide customers through digital processes and self-service tools where appropriate.

  Accurately document customer interactions, actions taken, and outcomes within CRM systems.

  Ensure compliance with internal procedures, data protection standards, and regulatory requirements.

  Collaborate with internal teams to resolve complex or escalated issues.

  Support continuous improvement by sharing insights on customer trends, issues, and opportunities.,