Customer Care Representative

2 days ago

Pune, Maharashtra, India VOIS Full time ₹ 3,50,000 - ₹ 6,50,000 per year

Role & responsibilities

1- Customer Account & Service Management: Handle all queries for Prepay and Postpay customers across voice, data, and messaging services.

  • Manage top-ups, bundle changes, add-ons, and roaming services for Postpay customers.
  • Add or remove account restrictions upon customer request.
  • Activate and dispatch SIM cards for prepay and for pay-monthly (Postpay) customers.
  • Support customers with online account management and login/access issues.
  • Manage customer rewards and loyalty-related queries.
  • Porting Queries.

2- Customer Protection & Security:

  • Handle lost or stolen device reports, applying the relevant actions (SIM blocking, replacement, etc.).
  • Manage security restrictions on accounts in line with customer requests.

3- Escalations & Complaints Handling:

  • Escalate unresolved or complex queries to Non-voice back-office functions, or Team Leaders, as appropriate.
  • Ensure proper complaint logging and escalation processes are followed.

4- Customer Experience Focus:

  • Deliver consistently high-quality service aligned with ASDA Mobiles Quality Framework.
  • Ensure all interactions contribute to customer satisfaction and loyalty.
  • Act as ambassadors of ASDA Mobile values, ensuring clear communication and empathetic problem-solving.

5- Technical Support & Network Queries:

  • Troubleshoot technical issues related to phone calls, text messaging, or mobile data.
  • Apply technical troubleshooting steps (TBS) before escalating.
  • Report network-related issues: (Whether the issue is everywhere or specific to an area)
  • Escalate to the relevant technical teams for resolution.
  • Arrange device repairs where applicable

Preferred candidate profile

  • Strong customer service and communication skills.
  • Ability to manage multiple customer queries efficiently.
  • Problem-solving mindset with attention to detail.
  • Knowledge of mobile telecom services, billing systems, and troubleshooting steps.
  • Team player with a commitment to delivering exceptional customer experiences.

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