As a call center representative, your primary responsibility will be to handle customer inquiries, provide technical support, and ensure customer satisfaction. You will be the first point of contact for customers seeking assistance with their internet services, billing inquiries, or general support requests.
Responsibilities
- 1- Answer incoming calls and respond to customer inquiries in a professional and courteous manner.
- 2- Provide technical support to customers experiencing internet connectivity issues, router configuration problems, or other related concerns.
- 3- Use simple language to explain the problems that faced the customers.
- 4- Assist customers with billing inquiries, service upgrades, downgrades, and cancellations.
- 5- Troubleshoot and resolve customer complaints or service-related issues, escalating complex problems to the appropriate department when necessary.
- 6- Maintain accurate and detailed records of customer interactions, inquiries, and complaints using the company's customer support software.
- 7- Stay up-to-date with the company's products, services, and promotions to provide accurate information to customers.
- 8- Follow up with customers to ensure their issues are resolved and provide feedback regarding any necessary improvements.
- 9- Collaborate with other departments, such as technical support, sales, and billing, to resolve customer issues efficiently.
- 10- Adhere to call center metrics, including call handling time, first call resolution, and customer satisfaction targets.
- 11- Preparing the necessary reports for the management.
Must Have
- - Bachelor's degree
- - At least 1-2 years of experience in a customer service or call center role
- - The ability to handle customer inquiries and complaints effectively.
- - Possessing excellent verbal and written communication skills
- - Ability to analyze customer issues, identify root causes, and propose effective solutions.
- - Prioritizing tasks, managing call handling time.
- - Having the ability to handle customer complaints or conflicts in a calm and professional manner
- - Being knowledgeable about the specific services offered by the ISP company
- - familiarity with customer relationship management (CRM) software.