Job Summary:

A Telco Non-Voice Customer Service Representative provides customer support for telecommunications services through chat, email, messaging platforms, or support tickets. The role involves resolving customer concerns, answering inquiries, and processing account-related requests without handling phone calls.

Key Responsibilities:

• Respond to customer inquiries via live chat, email, or messaging platforms.
• Assist customers with billing, account management, plan changes, and service-related concerns.
• Troubleshoot basic technical issues related to mobile, internet, or cable services.
• Process service requests, upgrades, cancellations, and account updates.
• Document customer interactions accurately in the company's CRM system.
• Escalate complex issues to the appropriate team when necessary.
• Meet productivity, quality, and customer satisfaction targets.