Handle customer calls and queries regarding cable TV/broadband services.
Register and resolve complaints related to signal issues, internet connectivity, installation, recharge/payment, and service disruptions.
Provide customers with accurate information about plans, packages, billing, and services.
Create/update complaint tickets and customer records.
Coordinate with the technical/field service team for issues that cannot be resolved over the phone.
Follow up with customers until complaints are resolved.
Handle dissatisfied or angry customers professionally and work toward customer satisfaction.
Escalate complicated or unresolved complaints to the appropriate senior/team.
Maintain records of calls, complaints, resolutions, and follow-ups.
Meet customer-service performance targets such as call quality, resolution time, and customer satisfaction.