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Customer Service Associate Telecom

Customer Service Associate Telecom

Fusion CX

0 - 2 years

1 - 2 Lacs

gurugram

Posted:-1 days ago| Platform:

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Skills Required

service delivery telecom outbound usage product service customer support scheduling customer service associate customer engagement recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Manage transactional intent queues related to order services, scheduling, status updates, and customer account or order inquiries.

Work toward defined performance metrics while maintaining high-quality standards; coordinate with internal or client departments when necessary.

Monitor and respond to email and chat inquiries promptly and accurately.

Handle inbound and outbound calls to resolve issues or route customers to the appropriate service delivery teams.

Identify, assess, and summarize the root causes of order delays or inquiries, and escalate to the appropriate resolution owner.

Act with urgency and ensure policy compliance while resolving order constraints that may affect timely customer delivery.

Provide comprehensive resolution management, ensuring that all customer issues are addressed and closed effectively.

Contribute to closed-loop feedback processes aimed at improving customer engagement across product, service delivery, technology, and operations functions.

Escalate cases or inquiries to higher-tier support teams when issues fall outside the scope of Tier 1 support.

Job Requirement

Top Skill Qualification Requirements

0 2 years of experience in a call center or customer service role (preferably in the telecom industry).

Strong command of English with excellent written and verbal communication skills.

Capable of conducting initial triage of customer requests to resolve order-related questions and inquiries.

Comfortable interacting with U.S.-based customers via phone, email, and online chat.

Able to remain composed and supportive in high-pressure or challenging situations.

Proven ability to listen attentively, gather relevant order or inquiry information, build rapport, and respond professionally and empathetically.

Competent in computer usage, with effective command of Microsoft Office tools.

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