MUMBAI · FULLTIME
Southstar - Client Experience Agent
South Star Software
Mumbai · onsite · Posted 12d ago
Sourced from
Undisclosed1–5 yrsfulltimeMumbai
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Section · 01
About this role
At South Star, we are committed to empowering businesses in the telecom sector by providing comprehensive support and management solutions for their IT infrastructure. Based in Navi Mumbai, we specialize in offering a wide range of services, including application environment support, IT infrastructure environment management, network monitoring, end-user support, and service design monitoring. Our focus on the telecom sector allows us to deliver exceptional results that are tailored to our unique clients.
Summary
South Star Software Pvt Ltd is seeking a few Client Experience Agents to take incoming requests from customers to place orders, respond to inquiries, manage complaints, troubleshoot, and submit repair tickets for service-related impacts. Agent will be a member of the Client Experience team servicing consumers interested in the products we offer and will be responsible for assisting them online and over the phone. Agent will also inform customers of the product terms and features and project a professional company image through voice and online interactions. On occasion the Agent will be asked to contribute to company projects intended to improve processes and or service offering.
Duties Responsibilities
- Answer incoming calls and respond to customers emails
- Manage and resolve customer complaints
- Identify and take ownership of issues, escalate to supervisors as necessary
- Provide product and service information to customers
- Research required information using available systems and tools
- Process orders, forms, and applications
- Route calls to appropriate resources when necessary
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Reconcile client accounts based upon research findings including problems related to rate issues, unbilled features, and existing contract terms
- Resolve billing inquiry requests using MetTel systems to identify and correct errors
- Process customer account credits through the documentation and approval process
- Act as a billing resource to the customer support teams to provide coaching, education, and training
- Act as a liaison between account management teams and the customer
- Assist in preparing variance analysis and performance reports
- Other duties as assigned
Desired Qualification
- High proficiency in Microsoft Excel
- Good analytical skills and ability to pay attention to details
- Excellent communication skills both verbal and written in English
- Any previous experience in Telecommunication industry would be a plus but not required
- Commitment to provide World Class client experiences
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
Customer Supportanalytical thinkingTelecommunicationEnvironment managementuser supportservice designCustomer Complaintstelecom sectorResearchCommunication SkillsIT InfrastructureTelecomNetwork Monitoringaccount management
Section · Company
About South Star Software Private Limited
South Star Software
IT Services & Consulting
90
employees
2021
5 years old
Navi Mumbai, Maharashtra
India
₹11.4L PA avg
Avg at South Star Software Private Limited
About
At South Star Software IT Technology Services, we are committed to empowering businesses by providing comprehensive support and management for their IT and communications infrastructure.
Industries
IT Services & Consulting
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