Customer Service Specialist

Job Description

EF&T is Telecommunications and ICT Services company a subsidiary of Australian based company Efiniti Telecommunications Services Ltd - a trusted name in the Telecommunications and ICT sector since 2006.

We are looking for a driven and customer-focused Customer Service Specialist to join our team. In this role, you will be the first point of contact for both new and existing clients, delivering prompt and professional support across live chat, phone calls, and emails. Your responsibilities will include addressing sales inquiries, assisting with service-related concerns, resolving issues, and providing accurate information about our products and services.

The ideal candidate will have a passion for customer satisfaction, excellent communication skills, and a proven ability to deliver exceptional service experiences in a fast-paced environment.

Employment: Full Time

Location: Bangalore, India

Role & Responsibilities:

Respond promptly and professionally to customer inquiries via chat, email, and phone calls

Assist customers with product selection, availability checks, order placement, and service scheduling

Provide basic technical support and troubleshoot common issues, escalating complex cases to the relevant technical teams

Maintain accurate and up-to-date customer records in CRM systems

Meet or exceed individual and team KPIs related to customer satisfaction, response time, and sales conversions

Handle customer queries related to technical support, service installation, provisioning, and general account management

Coordinate and manage transition or migration activities when customers move to new products or technologies

Develop strong communication channels and maintain positive relationships with customers and internal stakeholders

Collaborate with cross-functional teams to ensure timely and effective resolution of service-related requests and issues

Promote and facilitate clear communication across teams to improve service delivery

Utilise internal tools and systems to track, manage, and report on service requests and project portfolios

Gather and analyse customer requirements to ensure accurate and efficient provisioning of products and services

What We're Looking For:

Prior experience in customer support or sales, preferably in the telecom or ISP industry

Excellent English communication skills both written and verbal

Comfortable handling chat-based, email, and voice-based communication

Basic understanding of broadband internet services

Tech-savvy with good typing speed and multitasking ability

Excellent customer service skills, with the ability to provide exceptional user experience.

Highly motivated and possess a positive attitude.

Ability to work autonomously or collaboratively and apply problem-solving skills.

Highly organised with strong attention to detail, accuracy, and time management skill.

Ability to quickly adapt to a rapidly changing work environment.

Education:

Bachelor's degree in any discipline Information Technology, Computer Science, Business Administration, or Communications

A diploma or certification in Customer Service, IT Support, or a related field is an advantage

Candidates with a strong technical aptitude and relevant experience

ITIL Foundation

CRM or Helpdesk tool certifications (e.g., Salesforce, Zendesk, Freshdesk)

Why Join us

Reasons why we think this is a great role include:

Competitive salary

Opportunities for growth and career progression

Join a dynamic and supportive team

Opportunity to work with an international team

Friendly and supportive work environment

Ready to Apply

If you're enthusiastic, customer-oriented, and looking to grow your career in the customer service industry, we'd love to hear from you

You can apply directly by clicking Apply for this job, or email your updated resume to [Confidential Information]

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At EF&T, we embrace and celebrate diversity and are committed to providing a safe, inclusive, and equitable workplace for all.

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