Customer Service Associate Telecom

Job Summary

As a Customer Service Associate, you will serve as the primary point of contact for customers, handling inquiries via voice, email, and chat. This is a full-time, office-based role supporting a telecom process. You will be responsible for managing inbound and outbound communication, resolving order-related questions, and providing end-to-end service with professionalism.

Responsibilities

• Manage transactional intent queues related to order services, scheduling, status updates, and customer account or order inquiries.
• Work toward defined performance metrics while maintaining high-quality standards; coordinate with internal or client departments when necessary.
• Monitor and respond to email and chat inquiries promptly and accurately.
• Handle inbound and outbound calls to resolve issues or route customers to the appropriate service delivery teams.
• Identify, assess, and summarize the root causes of order delays or inquiries, and escalate to the appropriate resolution owner.
• Act with urgency and ensure policy compliance while resolving order constraints that may affect timely customer delivery.
• Provide comprehensive resolution management, ensuring that all customer issues are addressed and closed effectively.
• Contribute to closed-loop feedback processes aimed at improving customer engagement across product, service delivery, technology, and operations functions.
• Escalate cases or inquiries to higher-tier support teams when issues fall outside the scope of Tier 1 support.

Job Requirements

• 0 2 years of experience in a call center or customer service role (preferably in the telecom industry).
• Strong command of English with excellent written and verbal communication skills.
• Capable of conducting initial triage of customer requests to resolve order-related questions and inquiries.
• Comfortable interacting with U.S.-based customers via phone, email, and online chat.
• Able to remain composed and supportive in high-pressure or challenging situations.
• Proven ability to listen attentively, gather relevant order or inquiry information, build rapport, and respond professionally and empathetically.
• Competent in computer usage, with effective command of Microsoft Office tools.
• Shift: U.S. shift.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.