Remote: Night Shift: Customer Care Executive / Telecom Customer Care

Summary

South Star Software Pvt Ltd is seeking Customer Success Agents for our wireless client support division. As a member of the team the agent will be tasked with various client support tasks inclusive of but not limited to the creation of client support service tickets, follow-up on outstanding client assigned tasks, and actionable review of open tickets.

The agent will be a member of our Enterprise Wireless team supporting top-tier logos and interacting with their US based counterparts. New agents will be fully trained on the activities they are asked to support, aligned to the wireless products/services/processes. Successful candidate must be proficient in English in both the written and spoken form, the primary language all interactions will be presented in, reveal strong time and data management skills, and possess the ability to communicate clearly in a meaningful way.

On occasion the Agent will be asked to contribute to company projects intended to improve processes and or service offering.

Job Title: Customer Associate: Wireless Services

Duties & Responsibilities

• Receive inbound requests via email from counterparty US agents, and/or direct from client, to perform specific wireless product line tasks.
• Task related to SIM configuration changes or Handset or Tablet Hardware related services.
• Understand customer requirement from inbound emails and recognize if task can be generated, if yes initiate new task activity and if not present inquiry back to client to gather remaining information so task can be generated.
• Present service request ticket in alignment with task requirements.
• Identify client need for escalation/urgency and follow guidelines for action.
• Search with different platforms to attempt to fill in client communique gaps to be capable to move task forward.
• Review assigned open tickets/tasks to recognize follow up activity required to move service request forward.
• Other duties as they arise and assigned.

Desired Qualification

• High proficiency in Microsoft Excel
• Strong analytical skills with mindfulness towards paying strong attention to details.
• Proficient in English in both the written and spoken form.
• Previous experience in Telecommunication industry a plus but not required.
• Commitment to providing World Class client support and advocacy.