Customer Service Associate

Job description

• Ability to conduct the initial triage of incoming requests to resolve customer order questions and inquiries
• Respond to customer queries over the phone, via email, and / or online chat
• Provide clear and compassionate support to US-based customers
• Build rapport while collecting relevant customer and order details
• Manage intent queues for order services, scheduling, and account inquiries
• Monitor email and chat channels, ensuring timely response to each inquiry
• Handle inbound and outbound calls and route issues across internal service teams as needed
• Identify causes of delays and assign to appropriate resolution owners
• Work within policy compliance to resolve order constraints with urgency
• Ensure full resolution and customer satisfaction for every interaction
• Escalate cases beyond Tier 1 scope to the correct support tier
• Support feedback loops to internal departments, including product, service delivery, and operations

Skills Required

Telecom, product service , Service Delivery, Outbound, Career Development