Customer Support Advisor (International Voice)

Role & responsibilities

Job Summary:

We are looking for a customer-focused and energetic Customer Service Support Advisor (Voice) to provide premium support to customers of a leading telecom service provider. The role involves handling inbound and outbound customer interactions, resolving service-related queries, troubleshooting basic telecom issues, and ensuring a high level of customer satisfaction.

• Handle inbound and outbound calls from international customers in a professional manner.
• Assist customers with telecom products and services, including mobile, broadband, internet, and value-added services.
• Resolve customer inquiries related to billing, account management, plans, service activation, and technical issues.
• Troubleshoot basic network, connectivity, and device-related concerns.
• Accurately document customer interactions and update CRM systems.
• Meet established quality, productivity, and customer satisfaction targets.
• Escalate complex issues to relevant support teams when required.
• Adhere to company policies, compliance standards, and data security guidelines.
• Maintain a positive customer experience through effective communication and problem-solving skills.

Preferred candidate profile

• Graduate or Undergraduate from any discipline.
• Excellent verbal and written communication skills in English.
• Strong listening, interpersonal, and customer service skills.
• Basic knowledge of telecom services and customer support processes.
• Ability to work in rotational shifts, including night shifts.
• Basic computer proficiency and familiarity with MS Office applications.
• Experience in an international voice process or telecom customer support environment.
• Knowledge of CRM tools.
• Ability to handle challenging customer situations with professionalism.
• Strong problem-solving and multitasking skills.
• Customer-centric attitude with a focus on first-call resolution.