Call Center

Description

Job Summary: An Active and Inbound Telemarketing Operator makes outbound calls and handles incoming customer calls, offering products and services, providing technical and financial support, clarifying doubts, and striving for customer satisfaction. Key Highlights: 1. Proactive and responsive customer service. 2. Technical, financial, and online problem resolution. 3. Retention agent to prevent service cancellations. **Job Description:** The Active and Inbound Telemarketing Operator is responsible for making telephone calls to offer products and services, conducting customer satisfaction surveys, and performing other related activities. This role also involves answering customer calls, delivering technical and financial support, clarifying inquiries, and executing required procedures. The professional operates both proactively and responsively, consistently aiming to meet customer needs efficiently and courteously. **Job Responsibilities:** * Conduct and monitor customer service interactions, including first contact, provide online support, act as a facilitator for minor repairs (e.g., router configuration), provide information on network failures, schedule technical visits, deliver financial information (e.g., generate payment slips), send invoices, and negotiate possible discounts; * Deliver online services via social media and email, aiming for faster issue resolution and reducing call center line occupancy; * Monitor the customer’s network during internal failures and perform basic procedures to restore connection stability; * Register and confirm technical visit requests with service orders in cases of physical failures, thereby expediting problem resolution; * Conduct customer satisfaction surveys by phone, evaluating technicians’ service performance; * Perform customer registration and profile updates, including changes such as account holder transfer, invoice due date, service speed, address modification, and generation of new invoices; * Act as a retention agent to prevent service cancellations, persuading customers to continue using our services, resolving issues during the first contact, and scheduling technical visits for equipment removal where customer retention is not feasible; * Notify the finance department of customer payments by submitting deposit or transfer receipts for proper settlement and temporary or permanent service reactivation; * Monitor customer service interactions to ensure customer satisfaction in issue resolution. * Utilize the company’s operational systems; * Provide customer service and perform other related and inherent professional duties as directed or requested by the immediate supervisor.