Role: Contact Center – Customer Support
Designation: Tr. Customer Support Representative – Mobile Support
Level 1
Department: Operations
Reports to: Team Leader
Summary
Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operational support via inbound calls and web support via live chats, emails and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing “white glove” customer service and satisfaction.

Responsibilities
- Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.
- Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.
- Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client.
- Meet and improve schedule guidelines (log in, breaks, avail and on call handling time..etc)




- Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.
- Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
- Utilize resources to manage transactions, escalating issues appropriately.
- Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
- Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA’s and account expectations.
- Display qualified, positive, and courteous phone etiquette.
- Resolve caller's issue accurately and efficiently to minimize call backs.
- Understand and proactively addresses user's concerns, identifying the root of the issue.

Skills & Qualifications
- Excellent Verbal and Written Communication and Customer Support Skills
- Freshers/ candi

📌 Associate - Service Desk (Mangalore)
🏢 Mphasis
📍 Mangalore