US Telecom Blended Process Professional

Shashwath Solution; Pune District; On-site; INR 240,000 - 360,000; Full time

Job summary

iEnergizer in India is hiring for Go Magenta US Telecom Blended Process professionals to handle chat and voice support for US telecom services. Ideal candidates have experience in international chat/email or blended processes and are comfortable across channels.

You will resolve billing, account, and service queries, follow SOPs, and aim for high customer satisfaction. The role requires night shifts and rotational off days, with opportunities to train and grow in a fast-paced BPO environment.

Qualifications

• Graduate or undergraduate level education.
• Minimum 6 months of international chat/email or blended process experience.
• Excellent written and verbal English communication.

Responsibilities

• Provide customer support via chat (70%) and voice (30%) for US telecom services.
• Respond to inquiries and resolve billing, accounts, troubleshooting, and service issues.
• Manage multiple conversations with efficiency and update system records.
• Follow SOPs to ensure consistency and accuracy in interactions.
• Support customer satisfaction by correctly handling escalations.
• Participate in training to stay updated on product knowledge.

Skills

English communication

Multitasking

Problem solving

Education

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.

Keywords :customer service,international bpo,chat process,non voice process,email support,chat support,email process,bpo non voice,international non voice,backend process,multitasking*,blended process*,international chat process*,customer support*,telecom*