Senior Customer Support Specialist
Senior Customer Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a seasoned Senior Customer Support Specialist focusing on escalated client support and advanced case resolutions in the Telecommunications industry. This role is pivotal in ensuring exceptional customer experience and contributing to continuous service improvements.
You will handle escalated customer issues providing timely and effective resolutions while maintaining high customer satisfaction. Responsibilities include analyzing customer feedback to identify trends coordinating with cross-functional teams to address systemic issues and ensuring adherence to company policies and service level agreements (SLAs). The role also involves leading reporting efforts on escalation metrics response trends and customer sentiment leveraging tools such as Freshdesk Telgoo5 platform and BI dashboards to present actionable data. Consistent monitoring of CSAT NPS FCR and adherence to telecom regulations and privacy policies is a core function of the role.
The ideal candidate will work closely with training and center of excellence teams to ensure seamless knowledge transfer and process continuity. The role demands deep client engagement for continuous learning and alignment with customer retention and success strategies.
ESSENTIAL JOB FUNCTION
This job operates in an office environment which routinely uses standard office equipment
The employee Is occasionally required to stand walk sit uses hand to handle or feel objects or tools reach with hands and arms talk and hear
The employee must occasionally lift or move office products and supplies up to 20 pounds
Type and execute scheduling tasks and reports on excel and other relevant computer software
DAILY TASKS
Handle tier 2 or escalated customer inquiries via phone email or chat ensuring prompt and effective resolution.
Troubleshoot complex technical issues and guide customers through diagnostic and resolution steps.
Coordinate closely with the Escalations Team for knowledge-sharing feedback and resolution strategies.
Analyze customer feedback and service patterns to recommend improvements and optimize support processes.
Monitor SLAs CSAT NPS and other KPIs to ensure high service quality and adherence to internal benchmarks.
Monitor and report on service metrics such as average handle time first contact resolution and customer satisfaction.
Maintain up-to-date knowledge of products services updates and technical specifications.
Accurately document all customer interactions in the CRM system and ensure proper case tracking and closure.
Ensure all interactions are compliant with company policies industry regulations and data privacy standards.
Participate in and lead training sessions or process improvement initiatives for support team efficiency.
SKILLS AND QUALIFICATIONS
Minimum 3-5 years experience in customer service or sales roles with a senior or supervisory capacity.
Bachelors degree in Communication desired but not preferred.
Strong analytical and troubleshooting skills
Familiarity with helpdesk/ticketing tools and CRM systems
Comfortable collaborating with multiple departments
Strong communication customer service and documentation skills
Solid experience in the telecommunications industry
Experience collaborating with cross-functional teams
Detail-oriented organized and proactive
Knowledge of customer experience (CX) metrics and evaluation methods.
Employment Type
Full Time
