Customer Service Advocate

4 days ago


Anand, Gujarat, India beBeeSupport Full time ₹ 9,00,000 - ₹ 12,00,000
Job Description

The Mobility Support Team is the central point of contact for clients experiencing technical issues. As a key member of this team, you will handle multiple customer support activities, including receiving calls, chats, and emails to provide end-to-end technical and general support resolution.

You will interact with mobile phone carriers and other departments to resolve mobile service-related issues, adhere to business rules and policies as dictated by our joint operations document, and ensure SLAs and KRs are met on a daily and monthly basis.

Key responsibilities include determining the issue, researching and following up steps as necessary for resolution, answering incoming calls and chats, troubleshooting device and networking issues, working with customers, mobile carriers, client policy, and internal teams to provide accurate and timely resolutions.

Additional Responsibilities:

  • Ticketing all calls, chats, and email support in English and Portuguese/Spanish
  • Reviewing deliverables of support team members and providing required support and guidance to ensure timely deliverables to clients
  • Communicating escalations/ issues to Managers in a timely manner, ensuring all communications are professional and accurate
  • Acting as a single point of contact for managing communications with clients
Required Skills and Qualifications

We are looking for a highly organized individual with an appreciation for process and documentation. Key qualifications include:

Essential Skills:

  • Ability to quickly learn how to troubleshoot devices and step-by-step instructions
  • Identification, prioritization, and resolution of reported problems through various mediums (platforms, emails, calls, chats) and responsible for the closure of requests with specified SLA
  • Working closely with international telecom carriers/service providers to resolve requests and incidents raised by customers
  • Technical Support experience highly regarded
Benefits and Perks

We offer a range of benefits and perks to support your well-being and career growth:

  • Flexible Holiday Policy (choose your own holidays)
  • Hybrid Working Options
  • Life & Medical Insurance
  • Focus on Skill Development, Re-imbursement for Certifications
  • Wifi-Mobile bill reimbursement
  • Employee well-being activities
How to Apply and Interview Process

To apply, please submit your resume to the designated contact person.

Our interview process consists of four rounds:

  1. Level 1 operations/Technical Round
  2. Level 2 operations/Technical Round
  3. Level 3 operations/Technical Round
  4. HRBP Round – Salary discussion & Cultural fitment check


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