We are seeking a customer-focused and motivated Customer Service Representative to join our telecommunications team. In this role, you will be the first point of contact for customers, providing exceptional service by handling inquiries, resolving issues, and delivering accurate information about our products and services. You will play a key role in ensuring a positive customer experience while supporting customer retention and satisfaction.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, and other communication channels in a professional and timely manner.
- Assist customers with account management, billing inquiries, service activation, upgrades, and plan changes.
- Troubleshoot basic technical issues related to mobile, internet, and telecommunications services, escalating complex issues when necessary.
- Resolve customer complaints efficiently while maintaining a high level of customer satisfaction.
- Educate customers on products, services, promotions, and self-service options.
- Process customer requests accurately and maintain detailed records in the customer relationship management (CRM) system.
- Collaborate with technical support, sales, and other internal departments to ensure prompt issue resolution.
- Meet individual and team performance metrics, including customer satisfaction, first-call resolution, response time, and quality standards.
- Stay current on company products, policies, systems, and industry developments.
- Identify opportunities to recommend products or services that meet customer needs while maintaining a customer-first approach.
Qualifications
Required
- High school diploma or equivalent.
- Previous experience in customer service, call center, retail, or a related customer-facing role.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask and navigate multiple computer systems simultaneously.
- Basic computer proficiency and familiarity with CRM or customer support software.
- Ability to work flexible schedules, including evenings, weekends, and holidays, as required.
Preferred
- Experience in the telecommunications, technology, or internet service industry.
- Familiarity with mobile devices, broadband services, networking basics, or technical troubleshooting.
- Experience working in a fast-paced contact center environment.
Key Competencies
- Customer-focused mindset
- Active listening
- Empathy and professionalism
- Effective communication
- Problem-solving and critical thinking
- Time management
- Adaptability
- Team collaboration
- Attention to detail
- Resilience under pressure
Performance Measures
Success in this role may be measured by:
- Customer Satisfaction (CSAT) scores
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Quality Assurance (QA) scores
- Customer retention
- Productivity and adherence to schedule
- Accuracy of customer records and documentation
Working Conditions
- Office-based, hybrid, or remote work environment depending on business needs.
- Regular use of computers, headsets, and customer service software.
- May require shift work, including evenings, weekends, and public holidays.
- Fast-paced environment with performance targets and service-level expectations.
What We Offer
- Competitive salary and benefits
- Paid training and ongoing professional development
- Career progression opportunities
- Supportive and collaborative team environment
- Employee discounts on telecommunications products and services
- Recognition and performance incentive programs
If you'd like, I can also tailor this job description for:
- an entry-level role,
- a call center environment,
- a retail telecom store,
- a technical customer support role, or
- a senior/customer care specialist position.
Pay: €31,411.20-€58,586.05 per year
Benefits:
- Company car
- Company pension
- Gym membership
- On-site gym
- On-site parking
- Private medical insurance
- Work from home
Work Location: Remote
