Southstar - Client Experience Agent

At South Star, we are committed to empowering businesses in the telecom sector by providing comprehensive support and management solutions for their IT infrastructure. Based in Navi Mumbai, we specialize in offering a wide range of services, including application environment support, IT infrastructure environment management, network monitoring, end-user support, and service design & monitoring. Our focus on the telecom sector allows us to deliver exceptional results that are tailored to our unique clients.
Summary
South Star Software Pvt Ltd is seeking a few Client Experience Agents to take incoming requests from customers to place orders, respond to inquiries, manage complaints, troubleshoot, and submit repair tickets for service-related impacts. Agent will be a member of the Client Experience team servicing consumers interested in the products we offer and will be responsible for assisting them online and over the phone. Agent will also inform customers of the product terms and features and project a professional company image through voice and online interactions. On occasion the Agent will be asked to contribute to company projects intended to improve processes and or service offering.
Duties & Responsibilities
Answer incoming calls and respond to customers’ emails
Manage and resolve customer complaints
Identify and take ownership of issues, escalate to supervisors as necessary
Provide product and service information to customers
Research required information using available systems and tools
Process orders, forms, and applications
Route calls to appropriate resources when necessary
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Reconcile client accounts based upon research findings including problems related to rate issues, unbilled features, and existing contract terms
Resolve billing inquiry requests using MetTel systems to identify and correct errors
Process customer account credits through the documentation and approval process
Act as a billing resource to the customer support teams to provide coaching, education, and training
Act as a liaison between account management teams and the customer
Assist in preparing variance analysis and performance reports
Other duties as assigned
Desired Qualification
High proficiency in Microsoft Excel
Good analytical skills and ability to pay attention to details
Excellent communication skills both verbal and written in English
Any previous experience in Telecommunication industry would be a plus but not required
Commitment to provide World Class client experiences