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