Customer Service Specialist
This is a role that combines technical support and customer care. You will be responsible for resolving customer queries, troubleshooting issues with broadband, Wi-Fi, and telephony services, and maintaining accurate records of customer interactions in our CRM system.
Main Responsibilities:
* Responding to customer inquiries via phone, email, and other channels.
* Troubleshooting and resolving technical issues related to broadband, Wi-Fi, and telephony.
* Coordinating with the network team to resolve network outages and ensure minimal disruption to customers.
* Accessing customer equipment remotely to troubleshoot, configure settings, and perform updates.
* Providing expert advice and assistance on customer Wi-Fi networks and setup.
* Maintaining up-to-date customer information, including address and contact details, in the CRM system.
* Configuring and supporting residential and business customers with telephone services.
* Processing new client setups and handling billing-related inquiries.
* Identifying opportunities to improve our support processes and implementing changes to enhance customer experience.