Telecoms Customer Support Agent

Placements24; Kimberley; Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Remote work

Comprehensive training program

Medical benefits

Retirement benefits

Supportive team culture

Job summary

Placements24 is looking for a dedicated Telecoms Customer Support Agent to join a remote client-service team serving Kimberley, BC. The role focuses on assisting customers with internet, phone, and mobile services, guiding setup and usage, and maintaining CRM records.

You’ll resolve issues, communicate technical information clearly, and escalate when needed to ensure top-notch service. The position offers remote work with flexible scheduling, comprehensive training, and benefits.

Qualifications

• Experience in customer service, preferably telecom.
• Excellent communication and active listening skills.
• Strong problem-solving and troubleshooting abilities.
• Patient and empathetic when dealing with customer concerns.

Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding telecom services and products.
• Troubleshoot and resolve technical issues related to internet, phone, and mobile services.
• Guide customers through setup processes and service usage.
• Escalate complex issues to higher-level support teams when necessary.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Provide feedback to management on common customer issues and potential service improvements.

Skills

Customer service

Telecommunications

Active listening

Problem solving

Technical communication

Tools

CRM software

Computer proficiency

Job description

Our client is seeking a dedicated and empathetic Telecoms Customer Support Agent to join their remote customer service team, serving clients in and around Kimberley . This role is pivotal in providing outstanding support to customers experiencing technical difficulties or having queries about their services. You will be the first point of contact, resolving issues efficiently and ensuring a positive customer experience. The ideal candidate is patient, a good listener, possesses strong problem-solving skills, and is adept at communicating technical information in an understandable way. This position offers the flexibility of remote work combined with the rewarding experience of helping customers connect.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding telecom services and products.
• Troubleshoot and resolve technical issues related to internet, phone, and mobile services.
• Guide customers through setup processes and service usage.
• Escalate complex issues to higher-level support teams when necessary.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Provide feedback to management on common customer issues and potential service improvements.

Requirements

• Previous experience in customer service, preferably in the telecommunications industry .
• Excellent communication and active listening skills.
• Strong problem-solving and troubleshooting abilities.
• Patience and empathy when dealing with customer concerns.
• Proficiency with computers and ability to learn new software quickly.
• Ability to work independently and manage time effectively in a remote setting .

Benefits

• Competitive annual salary.
• Remote work opportunity with flexible scheduling options.
• Comprehensive training program for all new agents.
• Medical and retirement benefits.
• A positive and supportive team culture focused on customer satisfaction.