Customer Service Representative

In this role, you’ll assist customers by answering inquiries, troubleshooting technical issues, and providing information about plans, services, billing, and promotions. You’ll also handle account updates, process payments, and offer solutions to improve the customer experience. The position requires clear communication, multitasking across systems, and staying calm in high-pressure situations. You’ll aim to resolve issues on the first call and contribute to meeting team performance goals, all while maintaining customer data security.

Key Responsibilities

Provide clear and accurate explanations of account details, charges, and fees to customers, ensuring first-call resolution 
Recommend additional products and services to enhance the customer experience 
Accurately calculate and communicate taxes, one-time charges, and recurring monthly fees 
Multitask between various systems to resolve customer issues and inquiries effectively 
Follow company policies, including data protection guidelines (CPNI and PII), ensuring customer security 
Maintain composure and professionalism in high-pressure situations and with difficult customers 
Meet performance goals and KPIs while adapting to changes in policies and procedures 
Communicate effectively with customers via phone, using a headset and interacting with computer systems for extended periods

Skills, Knowledge & Expertise

At least 6 months of call center experience, preferably 2+ months in a telco or sales account 
Strong communication, conversational, and active listening skills 
Customer-focused, professional, and enthusiastic attitude 
Detail-oriented with solid problem-solving and multitasking abilities
Willing to work onsite and handle multiple systems confidently