customer support executive

Customer Support Agent (US Telecom Process)

Introduction

This detailed Job Description (JD) is intended for the HR and recruitment team at Kensei Software Solutions Pvt Ltd. It outlines the core competencies, evaluation parameters, and hiring requirements for sourcing, evaluating, and selecting the most suitable candidates for the US Telecom Customer Support process.

1. Role Overview

The Customer Support Agent will be responsible for handling inbound and outbound customer interactions for the US Telecom process. The role involves assisting customers with queries, troubleshooting issues, updating account information, and providing high-quality service aligned with client expectations.

The ideal candidate should have excellent communication skills, customer-handling abilities, and the flexibility to work in night shifts supporting US-based customers.

2. Position Details

Job Title: Customer Support Agent – US Telecom Process

Reports To: Team Leader / Process Manager

Employment Type: Full-Time

Work Location: Perungudi, Chennai

Shift: Night Shift / Rotational

3. Key Responsibilities

• Handle inbound and outbound calls, emails, or chat support for US telecom customers.
• Resolve customer queries related to billing, plans, service activation, and technical issues.
• Maintain a high level of professionalism and empathy during customer interactions.
• Accurately update customer information and service requests in the system.
• Follow defined scripts, procedures, and escalation protocols.
• Coordinate with internal teams to ensure timely resolution of customer concerns.
• Meet individual and team performance targets (AHT, FCR, CSAT, etc.).
• Adhere to process compliance, data security, and quality guidelines.
• Provide feedback and suggestions for process improvement.
• Ensure a customer-first attitude in all interactions.

4. Required Qualifications & Experience

• Bachelor's degree in any discipline (Freshers can apply).
• 0–3 years of experience in international voice or customer support process.
• Excellent verbal and written English communication skills.
• Strong listening and problem-solving ability.
• Ability to handle customer pressure and multitask efficiently.
• Basic computer and CRM navigation skills.
• Willingness to work in night shifts (US time zone).

5. Key Competencies & Behavioral Attributes

• Excellent communication and interpersonal skills.
• Patience, empathy, and positive customer-handling attitude.
• Strong work ethic and accountability.
• Ability to adapt to fast-paced process environments.
• Team player with a collaborative mindset.
• Punctuality and reliability in attendance.
• Quick learner with attention to detail.

6. Performance KPIs

• Customer Satisfaction (CSAT) score.
• First Call Resolution (FCR) rate.
• Average Handling Time (AHT) adherence.
• Attendance and punctuality.
• Compliance and process accuracy.
• Quality assurance audit scores.

7. Selection & Evaluation Criteria

• Communication and accent evaluation (voice & listening test).
• Mock call and scenario-based customer interaction test.
• Behavioral and problem-solving assessment.
• HR interview assessing attitude, flexibility, and cultural fit.
• Background and employment verification as per company policy.

8. Tools & System Knowledge

CRM Tools: Salesforce, Zendesk, Freshdesk (or similar)

Telecom Tools: Ticketing and provisioning systems (training provided)

Communication Tools: Softphone, MS Teams, Outlook

Reporting Tools: Excel, call tracking dashboards

9. Training & Development

• Comprehensive process and communication training.
• Accent neutralization and soft skills enhancement sessions.
• Regular coaching on customer service etiquette and product knowledge.
• On-the-job mentoring by experienced trainers and team leaders.
• Career progression opportunities into Quality, Training, or Team Lead roles.

10. HR Notes & Guidelines

• Candidates must be comfortable with night shifts and US working hours.
• Assess fluency, pronunciation, and clarity during voice evaluation.
• Prefer candidates with international BPO experience or telecom background.
• Verify communication through video screening before selection.
• Emphasize punctuality, reliability, and process discipline.
• Ensure candidates understand data confidentiality and compliance policies.

Job Types: Full-time, Permanent, Fresher

Pay: ₹18, ₹50,000.00 per month

Benefits:

• Flexible schedule
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person