Customer Service Representative

LOCAL CANDIDATE IN GOA PREFERRED - IMMEDIATE START

Responsibilities

• Customer Assistance & Issue Resolution

o Handle incoming calls, messages & emails from customers regarding Internet connectivity, service disruptions, billing queries & general enquiries.

o Provide prompt & accurate troubleshooting steps for Internet & network-related issues.

o Escalate complex technical problems to the appropriate technical support or field teams when necessary.

• Service Requests & Coordination

o Log service requests & complaints accurately in the CRM system or service desk software.

o Coordinate with field technicians & network teams to ensure timely resolution & follow-ups.

o Track open tickets & ensure updates are provided to customers until closure.

• Customer Relationship Management

o Maintain a professional & courteous tone while interacting with customers.

o Ensure high levels of customer satisfaction by providing quick, reliable & helpful support.

o Build rapport with customers to promote trust & long-term loyalty.

• Billing & Account Support

o Assist customers with queries related to payments, plan upgrades, renewals & account details.

o Guide customers through online payment portals or manual payment options.

o Update customer records & service plans as required.

• Feedback & Reporting

o Record feedback & suggestions from customers to help improve products & services.

o Generate daily/weekly reports on common issues, ticket resolution time & customer satisfaction.

o Share insights with supervisors to enhance support quality & team performance.

Required Skills & Qualifications:

• Experience in a customer support or helpdesk role (ISP/telecom experience preferred).
• Excellent verbal & written communication skills in English, Konkani & Hindi.
• Basic knowledge of Internet services, routers & LAN/Wi-Fi troubleshooting.
• Familiarity with ticketing systems, CRMs, or support software tools.
• Patience, empathy & a customer-first attitude.
• Willingness to work in shifts, weekends, or holidays if required.

Job Types: Full-time, Permanent

Pay: ₹192,000.00 - ₹360,000.00 per year

Benefits

• Provident Fund

Language:

• English (Required)
• Hindi (Preferred)

Work Location: In person