Customer Service Representative
Job Highlights
Job Description
Job Title:
International Customer Service Associate – Telecom Process
Job Summary:
We are seeking a customer-focused International Customer Service Associate to provide high-quality support for global telecom customers. The role involves handling inbound/outbound calls, chats, and emails related to telecom services such as billing, technical support, service activation, and account management while ensuring customer satisfaction and compliance with international service standards.
Key Responsibilities:
📞 Customer Support
Handle international inbound/outbound calls, emails, and chats professionally
Resolve customer queries related to mobile, broadband, landline, and data services
Provide accurate information on plans, offers, and service features
🛠️ Technical & Service Assistance
Troubleshoot basic to intermediate network and connectivity issues
Assist customers with SIM activation, service provisioning, roaming, and device settings
Coordinate with technical teams for complex escalations
💳 Billing & Account Management
Address billing inquiries, usage details, and payment issues
Process service changes, upgrades, downgrades, and cancellations
Ensure accurate documentation of customer interactions
🤝 Customer Experience & Retention
Deliver empathetic, solution-oriented service to international customers
Identify upselling or cross-selling opportunities where applicable
Retain customers by offering appropriate solutions and promotions
📊 Compliance & Quality
Adhere to international compliance standards, data privacy policies, and security protocols
Meet defined KPIs including AHT, FCR, CSAT, and quality scores
Follow company SOPs and telecom regulatory guidelines
Required Skills & Qualifications:
Excellent verbal and written communication skills in English
Strong problem-solving and active listening skills
Ability to work in rotational shifts / night shifts
Basic understanding of telecom services (voice, data, roaming, billing)
Proficiency in CRM tools and customer support systems
Preferred Qualifications:
Prior experience in international BPO / telecom customer service
Familiarity with US / UK / Australia / Middle East telecom processes
Technical knowledge of network basics, devices, and connectivity
Graduation in any discipline (preferred but not mandatory)
Work Environment:
24/7 international support environment
Performance-driven and customer-focused culture
Continuous training and career growth opportunities
Key Competencies:
✔ Customer-centric mindset
✔ Cultural awareness
✔ Multitasking ability
✔ Stress management
✔ Team collaboration
Job requirements
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