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Customer Service Representative
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As a Telco Account Premier Customer Service Representative, you will deliver exceptional customer service and technical support to premier clients in the telecommunications industry. Your key responsibilities include addressing complex customer inquiries, troubleshooting service issues, assisting with billing inquiries, and ensuring a high level of customer satisfaction.
Key Responsibilities:
- Provide top-notch service to premier clients via phone, email, and chat, resolving inquiries and issues related to telecommunications services, products, and billing.
- Troubleshoot and resolve technical problems with telecommunication services, devices, and accounts, ensuring issues are resolved efficiently and accurately.
- Manage premier client accounts, update account information, address billing inquiries, and ensure account records are up-to-date and accurate.
- Maintain in-depth knowledge of the telecommunications company's products, services, promotions, and policies to assist clients effectively.
- Identify upsell opportunities by recommending products or upgrades based on client needs and promote retention by offering solutions that enhance customer loyalty.
- Escalate complex issues to specialized teams when necessary, ensuring timely follow-up and resolution.
- Achieve customer satisfaction and quality assurance metrics by adhering to service protocols and providing exceptional service.
- Maintain accurate and detailed records of customer interactions, transactions, comments, and actions taken in the CRM system.
