Walk-in || Customer Support Associate

Key Responsibilities:

1. Customer Support: Answer incoming calls, and other communication channels promptly and professionally. Support business customer billing inquiries, product information, order status, and general questions which may result from various pricing adjustments and promotional frameworks
2. First Call Resolution Approach issue resolution with tenacity and a level of urgency to limit the level of effort our business customers need to invest in issue resolution. Always use Agent tools provided to assist in explaining billing matters and determining if a customer is eligible for any price relief.
3. Effective Communication: Clearly and concisely communicate information to customers, explaining complex concepts in a user-friendly manner. Provide step-by-step instructions, guidance, and support to ensure customer understanding.
4. Enhance Customer Experience: Ability to upsell/cross- sell products and services to existing customer base to further strengthen customer relationships and enhance the overall experience. Identify and recommend additional products and services including speed tier upgrades, FTTH and other identified sales direction.
5. Product Knowledge: Embrace all provided training opportunities to deepen your knowledge and promote better customer outcomes through customer education.

Qualifications:

• Any Graduate
• Experience: 2 years of International voice with minimum 6 months of telecom mandate
• Excellent communication skills, both verbal and written.
• Strong problem-solving and critical-thinking abilities.
• Patience and empathy when dealing with customers' concerns.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Excellent English communication skills and understanding of US geography and culture. (C1 level language proficiency)