Customer Experience Representative

We are looking for a customer-focused and highly motivated Customer Experience Representative to join our Telecommunications Account. The role involves assisting customers with their telecommunications services, resolving concerns, and providing accurate information while delivering an exceptional customer experience.

Handle customer inquiries through phone, chat, or email.

Assist customers with mobile, internet, cable, or telecommunications services.

Provide information regarding plans, packages, promotions, billing, and account services.

Troubleshoot basic service, connectivity, and technical concerns.

Process service requests, upgrades, plan changes, payments, and account updates.

Resolve customer complaints and provide appropriate solutions.

Escalate complex technical or account concerns to the appropriate department.

Accurately document customer interactions and transactions.

Maintain professionalism and empathy throughout every customer interaction.

Meet established customer satisfaction, quality, productivity, and performance targets.

Follow company policies, procedures, and data privacy guidelines.

Qualifications

• Excellent verbal and written communication skills.
• Customer-service oriented with strong problem-solving abilities.
• Comfortable using computers and navigating multiple systems.
• Ability to multitask and work in a fast-paced environment.
• Willing to work on shifting schedules, weekends, and holidays.
• BPO or telecommunications experience is an advantage.
• Applicants must meet the educational and experience requirements of the specific account.