Job Description
Provide support to Total CX customers by effectively handling and resolving customer inquiries or complaints and ensuring customer satisfaction at the core of every decision and behaviour.
Skills
- Attend queries, requests or complaints related to Mobile/Fixed/ Inet/ Directory Query/ Telegram received through the various contact center channels
- Understand and investigate the queries, requests or complaints
- Liaise with relevant internal team/ departments to address customer query or complaint or forward the case to other relevant team/ department
- Provide accurate, valid and complete information or solution by using the right sources of information
- Make outbound campaign calls to the customers providing information about new products, offers, services etc. Take appropriate action to address customer requests, queries or complaints on outbound calls
- Inform Team Leader when a recurrent problem appears, to prevent further cases
- Maintain and update customer information in the database
- Meticulously follow the defined business process while attending to the clients’ queries, requests or complaints
- Follow communication scripts and protocols and ensure adherence to quality standards and guidelines
- Keep abreast of products and promotions to provide exceptional customer support
- Take ownership for attending the trainings as per the plan
- Take ownership for completing PMR process, employee engagement surveys in time
- Continuously share the knowledge and understanding of the telecom industry and business trends