We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Key Responsibilities
- Customer Support and Issue Resolution:
- Respond promptly to customer inquiries via chat, following standard scripts and procedures.
- Identify and assess customers needs to ensure timely resolution of routine issues.
- Provide accurate information regarding products, services, billing, and basic technical support.
- Troubleshoot routine connectivity issues, equipment problems, and service interruptions, aiming for first-call resolution.
- Ensure all customer interactions and activities are accurately recorded in the system.
- Service Provisioning and Activation:
- Assist customers with basic new service setup, including account creation, service activation, and equipment installation.
- Guide customers through the standard process of upgrading or modifying services based on their needs.
- Billing and Account Management:
- Handle routine billing inquiries, process payments, and ensure accurate billing adjustments.
- Update customer accounts with standard information and service changes as needed.
- Monitor customer accounts for overdue payments and initiate follow-up actions as per company policies.
- Technical Support and Troubleshooting:
- Diagnose and resolve basic technical issues related to internet connectivity and equipment setup.
- Escalate complex technical issues or problems that require higher-tier support.
- Provide clear and concise instructions to customers for troubleshooting steps or self-service options.
- Customer Education and Product Knowledge:
- Educate customers on the features and benefits of products and services.
- Stay informed on standard product offerings and updates to better assist customers.
- Quality Assurance and Feedback:
- Maintain a high level of professionalism and customer satisfaction during all interactions.
- Collect customer feedback and escalate recurring issues to management for improvement.
- Meet established performance metrics such as call handling time, first-call resolution, and customer satisfaction scores.
Qualifications And Skills
- Excellent communication skills with a customer-focused approach.
- Basic problem-solving skills and attention to detail.
- Technical aptitude and ability to quickly learn new systems and software.
- Patience and empathy in dealing with customer concerns and complaints.
- Ability to work efficiently in a structured environment and manage multiple tasks.
- Prior experience in customer service or technical support roles is advantageous but not mandatory.
Join the A-Team and experience the A-Life!
