As a Customer Service Associate, you will serve as the primary point of contact for customers, handling inquiries via voice, email, and chat. This is a full time, office-based role supporting a telecom process. You will be responsible for managing inbound and outbound communication, resolving order-related questions, and providing end-to-end service with professionalism.
Responsibilities
- 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 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 situ