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