Customer Service Executive (Digital & Voice)

Job Description: Customer Service Executive (Digital & Voice)

We are looking for a tech-savvy and empathetic Customer Service Executive to join our frontline digital support team. In this role, you will be the face (and voice) of our brand, nsuring our subscribers enjoy a seamless mobile experience.

While your primary focus will be Live Chat support, you should be comfortable hopping on a call to resolve complex issues that require a personal touch.

Key Responsibilities

. Digital First Support: Manage multiple concurrent live chat sessions, providing real-time assistance with a high degree of accuracy and a friendly tone.

. End-to-End Inquiry Management: Handle a wide range of customer queries, including:
- Onboarding: Guiding new users through SIM activation and port-in processes.
- Billing: Explaining charges, processing payments, and resolving billing discrepancies.
- Technical/Network: Troubleshooting connectivity issues, APN settings, and 4G/5G service disruptions.
- Promotions: Advising customers on the best plans, add-ons, and latest marketing campaigns.

. Issue Escalation: Identify complex technical or high-level billing issues and escalate them to Level 2 Support.
. Ownership & Follow-up: Take ownership of open cases by following up with internal teams for updates and ensuring the customer is kept informed until the issue is fully resolved.

. Quality & Speed: Meet or exceed Key Performance Indicators (KPIs) such as First Contact Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT) scores.

Requirements

. Experience: At least one (1) year of experience in a customer service role, preferably within the Telecommunications or ISP industry.

. Communication: Excellent written and verbal communication skills in English. Ability to explain technical jargon in simple, human terms.

. Technical Proficiency: Comfortable navigating CRM software, billing systems, and internal knowledge bases.

. Problem-Solving: A proactive can-do attitude with the ability to think on your feet when a customer is facing a network outage or urgent issue.

. Flexibility: This is a shift-based role. You must be able to work rotating shifts, including occasional weekends and public holidays, to support our 10 AM - 10 PM daily support window.

. Work From Home: Demonstrate high self-discipline and the ability to maintain productivity without direct supervision. (You must have a workspace and astable, high-speed internet connection)