International Customer Support Executive

Job Summary

The role involves handling customer interactions for Virgin Media’s telecom services (Broadband, TV, Mobile, Landline). The associate ensures high-quality customer support, resolves service issues, and delivers a positive customer experience while meeting performance metrics.

Key Responsibilities

• Handle inbound/outbound calls, chats, or emails from Virgin Media customers

• Assist customers with:

  • Billing queries and payments

  • Broadband/TV/Mobile connectivity issues

  • Account updates and service changes

  • New connections, upgrades, downgrades, and cancellations

• Troubleshoot basic technical issues using defined processes and tools

• Ensure first-call resolution and customer satisfaction

• Accurately document customer interactions in CRM systems

• Meet KPI targets such as AHT, CSAT, quality, and adherence

• Follow compliance, data protection, and company policies

• Upsell or cross-sell services when applicable (role-dependent)

Skills & Competencies

• Good communication skills (English – verbal & written)

• Customer-centric attitude

• Basic technical understanding of telecom services

• Problem-solving and multitasking ability

• Willingness to work in 24/7 rotational shifts

• Ability to work in a fast-paced, target-driven environment

Eligibility / Qualifications

• Education: 12th pass / Graduate (any stream)

• Experience:

  • Freshers or candidates with 1–3 years of experience (BPO/Telecom preferred)

• Basic computer knowledge

• Flexibility to work from office / hybrid (as per project requirement)

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.