HR World International (Pvt. Ltd) - Global Tech Recruitment, Payroll HRIS and Executive Headhunters’ Post

We are hiring Customer Support Expert - Australia Shift 06 AM-03 PM for one of our IT Client Company in E Sector Islamabad| Salary: 80-100K plus other benefits| Careers@hrworld.org.pk Reporting to Customer Service Team Leader Team Customer Service Delivery Team (CSD) Mobile Support, Fixed & Data Support and Stock & Repairs Team Team Members Mobile Support Associates Finance, BA Team, Development Team and Relationship Managers Market and products  Market Enterprise and Business Customers Product Mix Mobility – services, hardware and accessories Mobile Device Management Our client Co’ Customer Service Standards As you and your team are customer-facing, you are responsible for you and your to adhere to the Customer Service Standards: •       Being positive and always having a “can do” attitude.   •       Handling enquiries and complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution. •       Keeping accurate records of customer interactions and contact details in our database. •       Going the extra mile to engage customers. •       Being confident with your answers and recommendations to our customers. •       Completing all relevant documentation in accordance with Our client Co’ and carrier’s procedures and requirements. Role – Mobile Support As a Mobile Support team member, you will perform or assist your team in completing the following tasks: •       Processing all adds, moves, and changes for mobile services, including new and upgraded services, valueadded services, SIM replacement, transfer of ownership, port, cancellation, suspension, number changes, and problem-solving connectivity issues, which includes liaison carrier, Relationship Manager, and customer. •       Answering incoming calls and managing live chats. •       Approving and processing Atrium orders. •       Meeting personal and team SLA targets. •       Handling enquiries and complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution. Weekly report •       Activity report that summarises all the activities done by you and the team against Service Levels. •       Includes your feedback on areas the team require improvement and what tactics are on improvement. Meeting Weekly meeting with Customer Support Team Leader •     Feedback on areas the team are doing well. •     Feedback on customer service satisfaction, process and procedures. •     Updates news on carrier’s plans and offers. •     Updates news on processes and procedures from carriers, clients and Our client Co.