Customer Service Executive

Provide support to Total CX customers by effectively handling and resolving customer inquiries or complaints and ensuring customer satisfaction at the core of every decision and behaviour.

Skills

• Attend to queries, requests, or complaints related to Mobile / Fixed / Inet / Directory Query / Telegram received through various contact center channels.
• Understand and investigate the queries, requests, or complaints.
• Liaise with relevant internal teams / departments to address customer queries or complaints or forward cases to other relevant teams / departments.
• Provide accurate, valid, and complete information or solutions by using the right sources of information.
• Make outbound campaign calls to customers, providing information about new products, offers, services, etc. Take appropriate actions to address customer requests, queries, or complaints on outbound calls.
• Inform the Team Leader when a recurrent problem appears to prevent further cases.
• Maintain and update customer information in the database.
• Follow the defined business process meticulously while attending to clients’ queries, requests, or complaints.
• Follow communication scripts and protocols, ensuring adherence to quality standards and guidelines.
• Keep abreast of products and promotions to provide exceptional customer support.
• Take ownership of attending training sessions as per the plan.
• Complete PMR processes and employee engagement surveys on time.
• Continuously share knowledge and understanding of the telecom industry and business trends.

Employment Type : Definite Period Contract (DPC)

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