US Telecom Blended Process Professional

Shashwath Solution; Dadri; On-site; INR 250,000 - 350,000; Full time

Job summary

Shashwath Solution seeks motivated individuals to join its Go Magenta US Telecom Blended Process team, handling chat and voice support for US telecom services from Dadri, India.

You will resolve billing, account, and service queries via chat and phone, aiming for high customer satisfaction while meeting performance targets. Prior international BPO experience is a plus; training will be provided.

Qualifications

• Educational qualification: Any graduate or undergraduate.
• Experience: Minimum of 6 months in international chat/email or blended processes.
• Excellent written and verbal English communication.
• Basic MS Office and chat tools proficiency.
• Willingness to work in rotational night shifts and off days.
• Strong multitasking and customer-centric approach.

Responsibilities

• Provide customer support related to US telecom products and services via chat (70%) and voice (30%).
• Respond to inquiries, resolve issues related to billing, accounts, troubleshooting, and service-related concerns.
• Manage multiple conversations simultaneously via chat and voice with efficient responses.
• Follow SOPs to maintain consistency and accuracy.
• Handle escalated issues and ensure high customer satisfaction.
• Document interactions and update system information.
• Meet daily/monthly performance targets for response times and CSAT.

Skills

English communication

Multitasking

Customer-centric

Education

Any graduate/undergraduate

Tools

MS Office

Chat platforms

Job description

Job Overview

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.