Customer Support Advisor (International Voice)

BT Group; Kolkata, Gurugram District; Híbrido; INR 279.000 - 446.000; Jornada completa

Descripción de la vacante

BT Group in Kolkata seeks a Customer Service Support Advisor (Voice) to deliver premium support to international customers. You will handle inbound/outbound calls, assist with telecom products, and resolve billing, activation, and technical issues while maintaining high customer satisfaction.

The role requires strong English communication, customer service skills, and the ability to work in rotational/nigh shifts, with experience in calling centers or telecom support environments helpful.

Formación

• Graduate or Undergraduate from any discipline.
• Excellent verbal and written communication skills in English.
• Strong listening, interpersonal, and customer service skills.
• Basic knowledge of telecom services and customer support processes.
• Experience in an international voice process or telecom customer support environment.
• Knowledge of CRM tools.

Responsabilidades

• Handle inbound and outbound calls from international customers in a professional manner.
• Assist customers with telecom products and services, including mobile, broadband, internet, and value-added services.
• Resolve customer inquiries related to billing, account management, plans, service activation, and technical issues.
• Troubleshoot basic network, connectivity, and device-related concerns.
• Accurately document customer interactions and update CRM systems.
• Meet established quality, productivity, and customer satisfaction targets.
• Escalate complex issues to relevant support teams when required.
• Adhere to company policies, compliance standards, and data security guidelines.
• Maintain a positive customer experience through effective communication and problem-solving skills.

Conocimientos

Verbal and written communication

Customer service

Listening

Problem solving

Multitasking

Shift flexibility

Educación

Graduate or Undergraduate

Herramientas

CRM tools

MS Office

Descripción del empleo

Role & responsibilities

Job Summary:

We are looking for a customer-focused and energetic Customer Service Support Advisor (Voice) to provide premium support to customers of a leading telecom service provider. The role involves handling inbound and outbound customer interactions, resolving service-related queries, troubleshooting basic telecom issues, and ensuring a high level of customer satisfaction.

• Handle inbound and outbound calls from international customers in a professional manner.
• Assist customers with telecom products and services, including mobile, broadband, internet, and value-added services.
• Resolve customer inquiries related to billing, account management, plans, service activation, and technical issues.
• Troubleshoot basic network, connectivity, and device-related concerns.
• Accurately document customer interactions and update CRM systems.
• Meet established quality, productivity, and customer satisfaction targets.
• Escalate complex issues to relevant support teams when required.
• Adhere to company policies, compliance standards, and data security guidelines.
• Maintain a positive customer experience through effective communication and problem-solving skills.

Preferred candidate profile

• Graduate or Undergraduate from any discipline.
• Excellent verbal and written communication skills in English.
• Strong listening, interpersonal, and customer service skills.
• Basic knowledge of telecom services and customer support processes.
• Ability to work in rotational shifts, including night shifts.
• Basic computer proficiency and familiarity with MS Office applications.
• Experience in an international voice process or telecom customer support environment.
• Knowledge of CRM tools.
• Ability to handle challenging customer situations with professionalism.
• Strong problem-solving and multitasking skills.
• Customer-centric attitude with a focus on first-call resolution.