Frequently Asked Questions

Key Responsibilities

📞 Customer Service (80%)

• Deliver high-quality voice support to US-based customers for telecommunication services.
• Handle inbound calls efficiently, addressing inquiries related to products, services, billing, accounts, technical issues, and service requests.
• Resolve customer concerns with professionalism, empathy, and clarity to ensure a positive experience.
• Maintain accurate and timely documentation of all customer interactions in CRM systems.
• Adhere to defined quality standards, SLAs, and operational guidelines.
• Coordinate with internal teams to escalate and resolve complex or unresolved customer issues.

💡 Consultative Upselling (20%)

• Identify suitable opportunities to recommend relevant telecom products or value-added services based on customer needs.
• Educate customers on available service options in a consultative, solution-oriented manner.
• Promote offerings through meaningful conversations without aggressive sales tactics or fixed sales targets, ensuring customer trust and satisfaction.

📊 Performance Metrics & Compliance

• Maintain high Customer Satisfaction (CSAT) scores.
• Achieve strong Call Quality and First Call Resolution (FCR) metrics.
• Ensure adherence to shift schedules, attendance policies, and operational discipline.
• Comply with all process guidelines, documentation standards, and escalation procedures.

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