Customer Support Specialist Telecommunications

Provided exceptional customer support to consumer telecommunications customers through inbound calls, delivering accurate and timely resolutions.

Assisted customers with billing inquiries, account management, service activations, plan upgrades, and general account concerns.

Troubleshot basic mobile, internet, and service connectivity issues while guiding customers through step-by-step solutions.

Processed account updates, payments, service requests, and order modifications while ensuring data accuracy.

Educated customers on products, services, promotions, and self-service tools to enhance their overall experience.

Resolved customer complaints professionally by identifying root causes and providing appropriate solutions in accordance with company policies.

Maintained detailed and accurate customer records using CRM systems and internal databases.

Consistently met or exceeded key performance indicators (KPIs), including customer satisfaction (CSAT), quality assurance, average handling time (AHT), and first-call resolution (FCR).

Collaborated with internal teams to resolve complex customer issues and ensure timely follow-up.

Demonstrated strong communication, problem-solving, and multitasking skills while delivering high-quality customer service in a fast-paced BPO environment.ge