Call Center Agent

Job Description

Job Summary :

As a Telvista Call Center Agent, you will play a crucial role in delivering exceptional customer service, troubleshooting technical issues related to specific telecommunication devices, and actively engaging in sales activities.

Your primary responsibilities include addressing customer inquiries and concerns with professionalism and efficiency, offering technical assistance to resolve device-related issues, and promoting sales opportunities by identifying customer needs.

This role requires excellent communication skills, a customer-centric approach, and the ability to navigate and contribute to both service and sales aspects within a dynamic call center environment.

Successful candidates will excel in building rapport with customers, meeting sales targets, and ensuring overall customer satisfaction.

Responsibilities : Customer Service :

Customer Service :

• Handle inbound customer calls professionally and courteously.
• Address customer inquiries, resolve issues, and provide information regarding products and services.
• Ensure customer satisfaction by actively listening, first-call resolution through problem-solving, and responding to customer needs.

Sales with Quotas :

• Promote and sell telecommunications products and services to meet or exceed assigned sales quotas.
• Identify upselling and cross-selling opportunities during customer interactions.
• Effectively communicate product features and benefits to customers to drive sales.

Technical Support - Television Cable Boxes :

• Diagnose and troubleshoot issues related to television cable boxes.
• Guide customers through step-by-step solutions for technical problems.
• Provide remote assistance to ensure proper functioning of cable box features.

Technical Support - Internet Routers :

• Assist customers with setting up and configuring internet routers.
• Troubleshoot connectivity issues and address concerns related to internet speed and performance.
• Educate customers on basic router maintenance and troubleshooting procedures.

Technical Support - Telephone Mobile Devices :

• Resolve technical issues with mobile devices, including smartphones and feature phones.
• Assist customers with device setup, configuration, and usage instructions.
• Troubleshoot mobile network connectivity problems and offer solutions.

Adherence to Policies and Procedures :

• Adhere to sales and customer service policies to ensure consistency and quality service.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.

Continuous Learning and Training :

• Stay updated on product knowledge, sales techniques, and troubleshooting procedures.
• Participate in ongoing training sessions to enhance skills and keep up with industry trends.

Team Collaboration :

• Collaborate with team members to share best practices and contribute to a positive work environment.
• Provide support and guidance to colleagues when needed.

Your performance will be measured by a variety of metrics. The most important is your ability to fix the issue without the customer needing to call back.

Providing outstanding customer service on every call. As well as adding value to an account by recommending service upgrades, or additional services which tie into a revenue target.

These job responsibilities are not limited to, and other responsibilities can be assigned.