Requirements

• Bachelor’s degree in IT, business administration, Communications, or a related field.
  
• Proven experience in customer success, account management, or a similar role, preferably within the ISP industry.
  
• Strong understanding of customer experience principles and best practices.
  
• Excellent communication and interpersonal skills.
  
• Ability to manage multiple tasks and prioritize effectively.
  
• Proficiency in Customer Relationship Management
  

• Customer Call Handling: Promptly and professionally handle customer calls while providing accurate solutions and minimizing abandoned calls.
  
• Technical Support: Offer first-level troubleshooting, escalate complex issues appropriately, and follow up to ensure resolution.
  
• Sales and Conversions: Handle installation and sales inquiries, clearly explain products and services, and meet sales targets.
  
• ISP-Related Inquiries: Resolve ISP-related questions accurately, stay updated on policies, and document all customer interactions.
  
• Call Influx Management: Efficiently manage high call volumes, especially during peak periods.
  
• Repeat Call Reduction: Identify recurring issues, provide clear and complete solutions, and follow up to prevent repeat calls.
  
• Social Media Management: Respond to customer queries on social platforms promptly, coordinate issue resolution, and engage customers to strengthen brand trust.