US Telecom Blended Process Professional

7 days ago

Noida, Uttar Pradesh, India Shashwath Solution Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Key Responsibilities:

  • Provide customer support related to US telecom products and services primarily through chat (70%) and voice (30%).
  • Respond to customer inquiries, resolving issues related to billing, accounts, troubleshooting, and service-related concerns.
  • Manage multiple customer conversations simultaneously via chat and voice, ensuring efficient responses and issue resolution.
  • Follow all standard operating procedures (SOPs) while interacting with customers to maintain consistency and accuracy.
  • Handle escalated issues and ensure a high level of customer satisfaction.
  • Document customer interactions and ensure all information is updated in the system accurately.
  • Meet the daily, weekly, and monthly performance targets for response times, customer satisfaction, and issue resolution.
  • Participate in training and development sessions to stay up-to-date with product knowledge and enhance communication skills.

Required Skills & Qualifications:

Educational Qualification: Any graduate or undergraduate.

Experience: Minimum of 6 months of experience in international chat/email or blended processes.

Communication Skills: Excellent written and verbal communication skills in English.

Technical Skills: Basic proficiency with MS Office and the ability to use chat platforms and other customer service tools effectively.

Availability: Willingness to work in rotational shifts (including night shifts) and on rotational off days.

Personality Traits: Strong multitasking abilities, problem-solving skills, attention to detail, and a customer-centric approach.

Preferred Experience: Previous experience in US telecom customer support is a plus.

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