Call Centre Executive

3 days ago

Kolkata, West Bengal, India Multicon Group Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

1. Customer Support & Query Resolution:

o Handle inbound and outbound calls related to broadband services, installations, complaints, and troubleshooting.

o Provide first-level technical support for broadband connectivity, modem/router configuration, and service-related issues.

o Escalate complex technical issues to the relevant network/field support teams.

2. CRM & Ticketing System Management:

o Utilize CRM tools to log, track, and resolve customer issues efficiently.

o Ensure timely follow-up on customer complaints and service requests.

o Maintain accurate and up-to-date customer records in the CRM system.

3. Remote Access Support & Tools Handling:

o Provide technical assistance using remote access tools (AnyDesk, TeamViewer, Remote Desktop, etc.) to diagnose and resolve customer issues.

o Remotely troubleshoot and configure broadband connections, router settings, and network configurations.

o Ensure efficient problem resolution by accessing customer systems securely and guiding them through required fixes.

4. Technical Knowledge & Troubleshooting:

o Guide customers through basic troubleshooting steps for broadband connectivity, slow speed, and router issues.

o Assist customers in configuring routers, Wi-Fi settings, and checking network status.

o Understand network-related terms such as IP addressing, DNS, and bandwidth allocation.

5. Service Upselling & Retention:

o Identify opportunities to upsell broadband plans, add-on services, or premium support.

o Handle customer retention by resolving grievances and offering suitable alternatives.

6. System & Reporting:

o Work closely with the NOC L2 and Field Support teams for issue resolution.

o Prepare daily/weekly reports on call volumes, customer concerns, and resolutions.

o Utilize MS Office (Excel, Word, Outlook, PowerPoint) for reporting and documentation.

7. General IT Proficiency:

o Be highly competent with computers, internet usage, and networking tools.

o Navigate web-based applications, customer portals, and basic network troubleshooting setups.

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