Customer Service Representative (Call Center)

WORLDNET TELECOMMUNICATIONS LLC-posted 2 months ago
PR
101-250 employees
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Attends all call types - from order status, billing balances and/or repair status. To create and maintain service documentations for a new service request, claim or technical situations using the systems assigned by the company. Orientation for a new services or rates plans. Perform outgoing calls to confirm completed service and repairs orders. Promote and develop the VISION of the company within the group.

  • In charge of handling all external and internal Customer issues related to service via telephone calls, email or fax, analyze them using the operations systems and to reply any request with a time frame of 30 to 60 seconds.
  • Maintain an average call monitoring percentage of no less than 85% (Satisfactory).
  • Responsible to refer any situation to the right area/department using the operations systems provided.
  • In charge to manage in excellence all the Customer calls following the VISION of the Company.
  • Responsible of handling the assigned duties and follow the ongoing process according to the rules and procedures established in the Operations Department.
  • Assist the Customer in billing, collections request, services orientation, order status.
  • Handle customer calls of repairs, but not limited to, POTS, and SF services. Complete basic troubleshooting for POTS services.
  • Responsible to realize outgoing calls to confirm service for repairs and service orders completed, provide status and testing.
  • Responsible of reporting and escalating to the Specialist, Supervisor or Manager any unusual situation with the service identified while communicating and helping the Customer.
  • Responsible of updating on a daily basis all the operations systems and related departments with the corresponding information and actions taken in a short, detailed and clear manner to facilitate reading and understanding.
  • Responsible of processing investigations or special projects required by the Supervisor in the time frame indicated.
  • Responsible of keeping the Call Center Area well attended all the time including supporting the team task when another customer representative is out of the office.
  • Assist in training and orientation of the new employees.
  • Support and inform other area/departments regarding the services issues.
  • Performs all other duties as required.
  • Associates Degree and two years of call center/ customer service experience and/or training or equivalent combination of education and experience.
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