US Telecom Blended Process Professional

Shashwath Solution; Dadri; On-site; INR 180,000 - 300,000; Full time

Job summary

iEnergizer is hiring for a Go Magenta US Telecom Blended Process team, focusing on chat and voice support for US telecom customers. The role suits candidates with international chat/email or blended experience seeking a customer-centric service career.

Responsibilities include resolving billing and account issues, guiding users through troubleshooting, and ensuring high satisfaction. Training will be provided to stay current with product knowledge and processes.

Qualifications

• Graduates or undergraduates are eligible.
• At least 6 months of experience in international chat/email or blended processes.
• Excellent English written and verbal communication.
• Proficient in MS Office and chat platforms.

Responsibilities

• Provide US telecom product and service support via chat (70%) and voice (30%).
• Respond to billing, account, troubleshooting, and service inquiries.
• Handle multiple chats and calls simultaneously, ensuring quick resolutions.
• Follow SOPs to ensure consistency and accuracy.
• Document interactions and update customer records.
• Meet defined response time and CSAT targets.
• Participate in training to stay updated on product knowledge.

Skills

Communication skills

Multitasking

Attention to detail

Customer-centric

Education

Any graduate or undergraduate

Tools

MS Office

Chat platforms

Job description

Job Overview

iEnergizer is seeking motivated and skilled individuals to join our Go Magenta US Telecom Blended Process team (70% Chat & 30% Voice). If you have a passion for delivering exceptional customer service and possess international BPO experience in a chat/email or blended process, this is the perfect opportunity for you. The role involves managing customer interactions related to US telecom services via chat and voice channels. You will be responsible for resolving customer queries, providing information about services, and ensuring the highest level of customer satisfaction.

Key Responsibilities

• Provide customer support related to US telecom products and services primarily through chat (70%) and voice (30%).
• Respond to customer inquiries, resolving issues related to billing, accounts, troubleshooting, and service-related concerns.
• Manage multiple customer conversations simultaneously via chat and voice, ensuring efficient responses and issue resolution.
• Follow all standard operating procedures (SOPs) while interacting with customers to maintain consistency and accuracy.
• Handle escalated issues and ensure a high level of customer satisfaction.
• Document customer interactions and ensure all information is updated in the system accurately.
• Meet the daily, weekly, and monthly performance targets for response times, customer satisfaction, and issue resolution.
• Participate in training and development sessions to stay up-to-date with product knowledge and enhance communication skills.

Required Skills & Qualifications

• Educational Qualification: Any graduate or undergraduate.
• Experience: Minimum of 6 months of experience in international chat/email or blended processes.
• Communication Skills: Excellent written and verbal communication skills in English.
• Technical Skills: Basic proficiency with MS Office and the ability to use chat platforms and other customer service tools effectively.
• Availability: Willingness to work in rotational shifts (including night shifts) and on rotational off days.
• Personality Traits: Strong multitasking abilities, problem-solving skills, attention to detail, and a customer‑centric approach.
• Preferred Experience: Previous experience in US telecom customer support is a plus.

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