Position Summary

A Telecommunications Customer Service Representative provides high-quality support to customers by handling inquiries related to mobile, internet, cable, and other telecommunications services. The role involves resolving billing concerns, processing account requests, troubleshooting basic technical issues, and delivering exceptional customer service while meeting company performance standards.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or other communication channels regarding telecommunications products and services.
• Assist customers with billing inquiries, account updates, payment processing, plan changes, and service activations.
• Troubleshoot basic technical issues related to mobile devices, internet connectivity, cable, or phone services.
• Resolve customer complaints efficiently while maintaining a professional and positive customer experience.
• Educate customers on available products, service plans, promotions, and self-service options.
• Accurately document customer interactions, account updates, and resolutions in the customer relationship management (CRM) system.
• Escalate complex technical or account-related issues to the appropriate department when necessary.
• Meet or exceed key performance indicators (KPIs), including customer satisfaction, quality assurance, and productivity targets.
• Follow company policies, data privacy requirements, and service procedures to ensure compliance.

Qualifications

• High school diploma or equivalent required; an associate's or bachelor's degree is an advantage.
• Minimum of 1 year of experience in customer service, telecommunications, or a call center environment.
• Strong verbal and written communication skills.
• Excellent problem-solving, conflict-resolution, and active listening skills.
• Basic knowledge of telecommunications products, billing systems, and mobile or internet services.
• Proficiency in Microsoft Office and CRM software.
• Ability to multitask, adapt to changing priorities, and perform effectively in a fast-paced environment.

Required Skills

• Customer service excellence
• Effective communication
• Active listening
• Problem-solving
• Technical troubleshooting
• Time management
• Attention to detail
• Computer proficiency
• Adaptability
• Teamwork

Performance Metrics

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Quality Assurance (QA) score
• Productivity and adherence
• Compliance with company policies

Career Growth Opportunities

Telecommunications Customer Service Representatives may advance to Senior Customer Service Representative, Technical Support Specialist, Team Leader, Quality Analyst, Workforce Analyst, or Operations Supervisor roles.