Premium Customer Experience Specialist - Telco Account

We are looking for a customer-focused and professional Customer Experience Specialist to join our Premium Telecom Account. The successful candidate will assist customers with their telecommunications needs while delivering personalized, efficient, and high-quality service.

Key Responsibilities:

• Handle inbound customer calls and provide professional, personalized assistance.
• Address inquiries regarding mobile services, plans, billing, devices, and account concerns.
• Resolve customer issues accurately and efficiently while maintaining a positive customer experience.
• Provide information about products, services, promotions, and available account options.
• Assist customers with account updates, service requests, and troubleshooting.
• Handle escalated concerns professionally and provide appropriate solutions.
• Document customer interactions and maintain accurate account records.
• Follow company policies, procedures, quality standards, and data privacy guidelines.
• Meet established performance metrics for customer satisfaction, quality, productivity, and attendance.
• Build rapport with customers and ensure a premium customer experience throughout every interaction.

Qualifications:

• Excellent verbal and written English communication skills.
• Strong customer service and problem-solving abilities.
• Comfortable handling voice-based customer interactions.
• Computer literate and able to navigate multiple systems.
• Willing to work on shifting schedules, weekends, and holidays when required.
• BPO or customer service experience is an advantage, but not always required.