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
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