Technical Support Representative w/ Telco Exp

Technical Support Representative w/ Telco Exp (WFH/Morning Shift) The purpose of this role is to provide a high level of customer service by acting as a liaison between consumers and the business, ensuring that all customers received outstanding service. The Customer service consultant is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may be involved but are not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues, technical support, provisioning and activation, basic sales new sign up and recontract, termination of the service and queries regarding telecommunications products and services. Job Duties and Responsibilities To be able to meet with the KPIs that have been set to be achieved within the stipulated timeframe and also to maintain consistency in the continual achievement of the targets on an ongoing basis To reduce the churn rate among broadband customers, with a strong focus on customer retention and winback strategies To manage customer service queries including sales-related, provisioning, billing and support matters, technical support, troubleshooting, termination, recontract, and other telecommunications products and services, recognizing that these are closely connected with the day to day customer experience to be delivered to our customers To provide exceptional customer service in every customer interaction (primarily chat and voice service, and not restricted to include email and social media) with the ultimate aim of providing first call resolution To bring up ongoing service issues and recommend solutions to the supervisor for further action To maintain awareness of customer needs and potential service issues through customer contact, including escalated calls, chats, emails and other customer contact channels To support the sales team in the identification of and action on potential selling opportunities to generate revenue, taking appropriate follow up actions to ensure that the customer needs are met To ensure active promotions of products and services based on the customer needs and the product options available To provide well-rounded, prompt, high-quality, and professional customer service at all times in the engagement with the customers To work with other support teams as necessary to ensure that customer's queries are clearly escalated to the correct teams for the required action and follow-up To deal with all chats, calls or enquiries politely, courteously, professionally and To handle and resolved customer complaints within the procedures and guideline provided To follow up with the vendors and/or third-party vendors/partners when appropriate to Provide positive and quality customer experience by responding directly to questions, feedback, and complaints though chat, social media, email. Should the chat/email or social media interaction be deemed easier to resolve via outbound calls, the channel of communication need not be restricted to just non-voice channels Creatively articulate information/business rules via excellent written and soft Guide and support customers in their needs to engage with the proper support teams Track all activities in the case management tool Support others on the team to manage case load Ability to effectively manage the social media platforms of the client Shift duties may be required to support operation hours that is subjected to changes based on business needs Contribute to the team performance by sharing and implementing Best Practice To be open to new task/duty as directed by client/management that may arise due to the changing business needs and market. Product launches and promotions Required Qualifications Two (2) years of work experience in handling Technical Support and Chat Support - REQUIRED Previous Telco/Broadband customer/client support experience - REQUIRED Amenable to take inbound calls and chat to resolve technical support/customer service complaints Must be amenable to be cross trained to handle calls, chat, and email support Microsoft Office and Web experience preferred Always provide prompt and professional client service Organized and systematic in handling multiple tasks is highly preferred Excellent interpersonal and communication skills (verbal & written) Self-motivated, accountable approach, combined with strong sense of teamwork Must be able to type 25 WPM (adjusted speed) with consistent accuracy Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures Seniority Level Mid-Senior level Employment Type Full-time Job Function Information Technology Industry Outsourcing and Offshoring Consulting #J-18808-Ljbffr