Job Description

LOCAL CANDIDATE OF GOA PREFERRED

Responsibilities:

Customer Assistance & Issue Resolution

o Handle incoming calls, messages, and emails from customers regarding internet connectivity, service disruptions, billing queries, and general inquiries.

o Provide prompt and accurate troubleshooting steps for internet and network-related issues.

o Escalate complex technical problems to the appropriate technical support or field teams when necessary.

Service Requests & Coordination

o Log service requests and complaints accurately in the CRM system or service desk software.

o Coordinate with field technicians and network teams to ensure timely resolution and follow-ups.

o Track open tickets and ensure updates are provided to customers until closure.

Customer Relationship Management

o Maintain a professional and courteous tone while interacting with customers.

o Ensure high levels of customer satisfaction by providing quick, reliable, and helpful support.

o Build rapport with customers to promote trust and long-term loyalty.

Billing & Account Support

o Assist customers with queries related to payments, plan upgrades, renewals, and account details.

o Guide customers through online payment portals or manual payment options.

o Update customer records and service plans as required.

Feedback & Reporting

o Record feedback and suggestions from customers to help improve products and services.

o Generate daily/weekly reports on common issues, ticket resolution time, and customer satisfaction.

o Share insights with supervisors to enhance support quality and team performance.

Required Skills & Qualifications:

Experience in a customer support or helpdesk role (ISP/telecom experience preferred). Excellent verbal and written communication skills in English, Konkani, and Hindi. Basic knowledge of internet services, routers, and LAN/Wi-Fi troubleshooting. Familiarity with ticketing systems, CRMs, or support software tools. Patience, empathy, and a customer-first attitude. Willingness to work in shifts, weekends, or holidays if required.
Job Types: Full-time, Permanent

Pay: ?192,000.00 - ?360,000.00 per year

Benefits:

Provident Fund
Schedule:

Day shift Morning shift
Supplemental Pay:

Performance bonus Yearly bonus
Language:

English (Required) Hindi (Preferred)
Work Location: In person