Job Description

Handle customer interactions through inbound or outbound calls as per role allocation and business needs.

Resolve customer issues over call and raise/track relevant service requests or tickets where required.

Conduct outbound calls for billing clarifications, disconnection/reconnection requests, collections, and proactive customer outreach.

Ensure accurate documentation of customer interactions, actions taken, and outcomes in CRM systems.

Deliver high-quality customer experience with a focus on first-call resolution and timely follow-ups.

Demonstrate skill fungibility by being open to cross-skilling across inbound and outbound call types when required.

Promote suitable plans, service upgrades, add-ons, and payment options based on customer needs.

Adhere to defined SOPs, compliance standards, and escalation processes.

Collaborate with internal teams to ensure effective and timely resolution of customer concerns.

Required Skills & Competencies

Strong verbal communication and active listening skills.

Ability to handle difficult conversations with empathy and professionalism.

Problem-solving mindset with attention to detail.

Comfortable working with CRM tools and basic computer applications.

Ability to multitask and work in a fast-paced environment.

Language Requirements

Job Type: Full-time

Pay: ?300,000.00 - ?450,000.00 per year

Work Location: In person