Customer Support and Interaction

• Handle inbound and outbound calls, emails, and chats in line with telecom service standards.
• Provide accurate information on telecom products, data plans, tariffs, promotions etc.
• Troubleshoot network, SIM, billing, and service-related issues for customers.

Issue Resolution and Escalation

• Resolve customer complaints promptly and within approved timelines.
• Escalate unresolved technical or service issues to the appropriate departments.

Sales and Retention

• Upsell and cross-sell services such as value-added services (VAS), and various offers.
• Retain existing customers by offering solutions tailored to their needs and usage patterns.

Data and System Management

• Accurately record all customer interactions in the CRM system.
• Update customer information to ensure accurate records for service delivery.

Service Quality and Compliance

• Adhere to call scripts, service policies, and regulatory guidelines.
• Ensure first call resolution (FCR) and maintain high customer satisfaction scores.
• Follow data privacy and telecom regulatory compliance requirements.

Reporting and Feedback

• Provide daily and weekly reports on call metrics, resolved cases, and customer satisfaction.
• Share customer insights and feedback to improve telecom products and services.