Handling Inquiries:Responding to customer inquiries regarding telecom products and services.
Providing information about different service plans, features, and pricing.
Assisting customers in understanding their bills and usage details.
Resolving Issues:Addressing and resolving customer complaints, technical issues, and service disruptions.
Troubleshooting problems related to network connectivity, billing discrepancies, or equipment malfunctions.
Escalating issues to higher levels of support if necessary.
Customer Support:Offering technical support for various telecom devices, such as smartphones, routers, modems, and other related equipment.
Guiding customers through step-by-step processes to resolve issues on their own.
Providing assistance with account management, including setting up new accounts, updating account information, and processing account cancellations.
Sales and Upgrades:Identifying opportunities to upsell or cross-sell additional services, features, or equipment.
Assisting customers with upgrading their current service plans or devices.
Providing information on promotions and discounts to encourage customer retention.
Documentation:Recording and documenting customer interactions, issues, and resolutions in the company's customer relationship management (CRM) system.
Generating reports on common customer issues and trends to help improve overall service quality.
Communication Skills:Communicating effectively and professionally with customers through various channels, including phone, email, chat, and sometimes in-person.
Explaining technical information in a clear and understandable manner to non-technical customers.
Compliance and Policies:Adhering to company policies, procedures, and compliance standards.
Keeping up-to-date with industry regulations and changes in telecom technology.
Continuous Learning:Staying informed about new telecom products, services, and technologies.
Participating in training programs to enhance product knowledge and customer service skills.#J-18808-Ljbffr