Customer Service Associate

Job Summary

As a Customer Service Associate, you will serve as the primary point of contact for customers, handling inquiries via voice, email, and chat. This is a full-time, office-based role supporting a telecom process. You will be responsible for managing inbound and outbound communication, resolving order-related questions, and providing end-to-end service with professionalism.

Responsibilities

• Managing transactional intent queues related to order services, scheduling, status inquiries, and account/order questions.
• Working toward key performance indicators and maintaining high-quality standards; able to contact internal/client departments as required.
• Monitor and respond to email and chat inquiries in a timely and accurate manner.
• Handle inbound and outbound calls to resolve or appropriately route customers across service delivery teams.
• Identify, define, and summarize the root causes of order delays or inquiries, and determine the correct resolution owner.
• Work with urgency and ensure compliance with policies to resolve order constraints that may delay customer deliveries.
• Provide end-to-end resolution management, ensuring that all customer issues are fully addressed and closed.
• Support closed-loop feedback mechanisms to improve customer engagement across product, service delivery, technology, and operations teams.
• Route customer cases and inquiries to higher-tier support teams when they fall outside the scope of Tier 1 responsibilities.

Job Requirements

• 0-2 years of call center or customer service experience (preferably in the telecom industry).
• Strong proficiency in English with excellent verbal and written communication skills.
• Ability to conduct initial triage of incoming requests to resolve customer order questions and inquiries.
• Comfortable communicating with U.S. customers via phone, email, and/or online chat.
• Able to remain calm and helpful in challenging situations.
• Demonstrated ability to actively listen, collect relevant customer order or inquiry information, build rapport, and respond with empathy and professionalism.
• Proficient in computer skills with effective use of Microsoft products.
• Shift: U.S. shift.

Fusion CX does not employ brokers or agencies for recruitment purposes and never requests payment of any kind from job applicants. All legitimate job openings can be accessed directly through our official careers page. Beware of fraudsters claiming to represent Fusion CX and always verify the authenticity of any recruitment communication.

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