Key ResponsibilitiesCustomer Support

- Handle inbound and outbound calls from broadband/ISP customers.
- Resolve customer queries related to internet, broadband plans, billing, payments, recharge and service requests.
- Handle customer complaints and ensure timely resolution.
- Coordinate with the NOC, Network and Field Teams for technical issues.
- Follow up with customers regarding pending service requests and complaints.
- Maintain skilled communication and improve customer satisfaction.

Payment Follow-Up

- Contact customers regarding pending and overdue broadband payments.
- Follow up for monthly bill payments, renewals and outstanding amounts.
- Explain plans, billing details and payment options to customers.
- Maintain daily payment follow-up records.
- Coordinate with Accounts/Management for payment-related issues.

Senior Executive Responsibilities

- Handle complex customer complaints and escalations.
- Support junior customer support executives in resolving difficult cases.
- Monitor pending complaints, callbacks and payment follow-ups.
- Ensure proper updating of CRM/customer records.
- Prepare daily reports for calls, complaints, payments and follow-ups.

Team Leader Responsibilities

- Lead and manage the BPO Customer Support Team.
- Allocate daily work and monitor team performance.




- Conduct daily team huddles and provide guidance to team members.
- Monitor attendance, productivity, call quality and customer handling.
- Track KPIs such as calls handled, complaints resolved, payment collections, follow-ups and customer satisfaction.
- Provide coaching and feedback to improve team performance.
- Handle escalated customer complaints and critical issues.
- Coordinate with NOC, Network, Field, Accounts and Management teams.
- Prepare and submit daily/weekly/monthly team performance reports.
- Maintain team discipline, productivity and service quality.
- Required SkillsExperience in ISP / Telecom / Broadband / BPO Customer Support preferred.
- Good communication skills in Telugu, Hindi and English.
- Strong customer handling and problem-solving skills.
- Experience in payment follow-up and collection calls.
- Good knowledge of broadband/ISP services and basic technical issues.
- Good team-handling and leadership skills for TL position.
- Basic knowledge of MS Excel, CRM and reporting.
- Ability to work under pressure and achieve daily targets.

ExperienceSenior Executive: 1–3 years

Team Leader: 2–5 years, preferably with prior BPO/Telecom/ISP team-handling experience.

📌 Customer Support Leader (Hyderabad)
🏢 Infonet Online Solutions Private
📍 Hyderabad