Job Details

Introduction

We are seeking a dedicated and experienced Customer Service Representative to join our team in the information and communications industry. As a mid-level professional, you will be the primary point of contact for our customers, ensuring their inquiries are handled efficiently and effectively. Your role is crucial in maintaining high satisfaction levels and resolving issues promptly.

Responsibilities

• Handle incoming customer inquiries via phone, email, and chat.
• Resolve customer complaints and issues in a timely manner.
• Escalate complex technical issues to appropriate teams.
• Meet or exceed key performance indicators (KPIs) such as response time and satisfaction score.
• Participate in quality assurance and call monitoring sessions.

Technical Skills

• Communication tools (e.g., Slack, Teams).
• Customer support platforms.
• Multichannel support (chat, email, phone).
• Issue tracking and escalation.
• Basic network understanding.