Media and Telecom Customer Support Executive

Sutherland Global Services Private Limited; Hyderabad; On-site; INR 250,000 - 350,000; Full time

Job summary

Sutherland Digital Outcomes is seeking a customer service professional to handle inquiries related to media and telecom services. You will respond across phone, email, chat and social media, troubleshoot issues, document interactions, and escalate complex problems while maintaining high standards of service and empathy.

The role emphasizes clear communication, knowledge of CRM systems, and consistent follow-up to ensure resolution and customer satisfaction in a fast-paced environment.

Qualifications

• 1-3 years of customer service experience in media/telecom or related industry.
• Excellent verbal and written communication to explain technical concepts simply.
• Proficiency with CRM software, ticketing systems and related tools.
• Multilingual abilities with regional language proficiency is preferred.

Responsibilities

• Be the voice of the organization, delivering exceptional support with professionalism and care.
• Handle inquiries related to media and telecom services across phone, email, chat and social channels.
• Troubleshoot technical issues and provide clear, step-by-step guidance.
• Document customer interactions accurately in the CRM and maintain detailed issue records.
• Escalate complex issues to appropriate departments and keep customers informed of progress.
• Provide product information and explain service features clearly to customers.
• Follow up to ensure resolutions are satisfactory and gather feedback.
• Maintain professionalism with frustrated customers and adhere to policies and quality standards.
• Contribute to team goals and participate in training to enhance product knowledge.
• Analyze feedback to suggest process improvements to improve customer experience.

Skills

Verbal communication

Written communication

CRM software

Ticketing systems

Multilingual skills

Active listening

Tools

CRM software

Ticketing systems

Job description

Media & Telecom Customer Support Company Description Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics. For Enterprises, these are key factors of success. For us, they’re our core expertise. We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation. We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes. Sutherland Digital Outcomes.

Job Description

• We will be the voice of our organization, providing exceptional support to customers while resolving their concerns with professionalism and care.
• You will handle inquiries related to media and telecom services, ensuring every customer interaction leaves a positive impression and builds lasting relationships.
• Respond to customer inquiries via phone, email, chat, and social media channels with prompt and courteous service.
• Troubleshoot technical issues related to media and telecom services, providing clear step-by-step guidance to customers.
• Document customer interactions accurately in the CRM system and maintain detailed records of issues and resolutions.
• Identify and escalation complex issues to appropriate departments while keeping customers informed of progress.
• Provide product information and explain service features to customers in a clear and understandable manner.
• Follow up with customers to ensure their issues have been resolved satisfactorily and gather feedback.
• Maintain a professional demeanor while handling difficult or frustrated customers with empathy and patience.
• Adhere to company policies, procedures, and quality standards while managing multiple customer requests simultaneously.
• Contribute to team goals and participate in training sessions to enhance product knowledge and customer service skills.
• Analyze customer feedback and suggest process improvements to enhance the overall customer experience.

Qualifications

• Proven customer service experience of 1-3 years, preferably in the media, telecom, or related industry.
• Excellent verbal and written communication skills with the ability to explain technical concepts in simple terms.
• Strong problem-solving abilities and a detail-oriented approach to resolving customer issues.
• Proficiency with CRM software, ticketing systems, and other customer support tools.
• Demonstrated ability to multitask and manage multiple customer interactions while maintaining quality.
• Active listening skills and genuine empathy for customer concerns.
• Ability to remain calm and professional when handling challenging customer situations.
• Strong time management and organizational skills.
• Familiarity with media and telecom services, products, and industry terminology (preferred).
• Multilingual capabilities, particularly regional languages (preferred).
• Experience with knowledge management systems and self-service support platforms (preferred).
• Willingness to work in a team environment and contribute to collective success.

Additional Information

All your information will be kept confidential according to EEO guidelines.