कस्टमर सपोर्ट एग्जीक्यूटिव

Key Responsibilities:

1. Inbound Customer Support & Technical Troubleshooting

• Resolve Connectivity Issues: Troubleshoot issues like slow internet, frequent disconnections, and router configurations.

• Hardware Guidance: Guide customers step-by-step through basic hardware resets and Wi-Fi setup.

• Account & Billing Support: Explain billing statements, payment cycles, charges, and process plan upgrades or downgrades.

• Ticket Escalation: Log interactions accurately in the CRM and escalate complex network issues to the backend team.

2. Outbound Sales, Renewals & Retention

• Sales & Upselling: Pitch new FTTH plans, Wi-Fi routers, data limit upgrades, and bundled OTT/IPTV packs to prospective and existing users.

• Retention Outreach: Execute grace-period calling, win-back campaigns for disconnected users, and offer custom deals to prevent churn.

• Proactive Support: Conduct installation follow-ups, confirm ticket resolutions, and share digital payment links via mobile wallets/UPI.

• Outage Alerts: Proactively notify high-value clients about scheduled maintenance or unexpected fiber cuts.

3. LCO (Local Cable Operator) Coordination

• Ground Support: Assist LCO partners with ground-level wiring issues and track last-mile internet faults.

• Field Coordination: Coordinate fieldwork between agents, network teams, and LCOs.

• Ticket Verification: Verify LCO updates before officially closing technical tickets in the system.

4. Performance & Quality Metrics

• Meet daily targets for Average Handling Time (AHT), First Contact Resolution (FCR), specific talk time, and outbound call volumes.

• Follow established communication scripts and company policies to ensure strict quality compliance.

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में ग्राहक सहायता / टेलीकॉलर में 0 - 3 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।