Job Role
We are seeking a proactive and customer-focused Customer Care Advisor to join our team in the telecommunications industry. This role is primarily responsible for handling customer service inquiries, with a focus on non-technical aspects such as billing, service changes, complaints and contract amendments. The ideal candidate will excel at providing outstanding customer service, maintaining accuracy, and ensuring a seamless customer experience.
Key Responsibilities
* Customer Interaction: Respond to customer inquiries via phone and email, addressing a wide range of issues including billing, service changes, and general account management.
* Billing Enquiries: Resolve customer questions related to billing, payments, and charges, ensuring clear and accurate communication.
* Service Modifications: Process requests for service changes, including upgrades, downgrades, site moves, and cancellations, accurately amending contracts and updating customer records.
* Complaint Handling: Manage and resolve customer complaints with professionalism and empathy, ensuring that issues are resolved satisfactorily and in accordance with company policies.
* Customer Verification: Conduct necessary checks to verify customer information and update contact details as required.
* Quality Assurance: Maintaining a high level of quality in every customer interaction, striving to exceed customer expectations and deliver a positive experience.
* Needs Assessment and Resolution: Understand customer needs and provide appropriate solutions, ensuring customer satisfaction and loyalty.
* Relationship Management: Build and maintain strong relationships with customers and colleagues, fostering a collaborative and supportive work environment.
* Performance Targets: Work towards both departmental and individual targets, consistently meeting or exceeding performance metrics.
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