ABOUT THE ROLE
Are you passionate about helping people and confident in your ability to solve problems? As a Customer Care Specialist, you’ll be the voice of our brand in assisting customers with billing, technical concerns, service inquiries, and product support.
Beyond resolving concerns, you’ll build strong customer relationships by identifying needs, recommending the right products and services, and driving retention through effective negotiation and solution-based selling.
RESPONSIBILITIES:
- Answer inbound calls related to billing, technical support, service inquiries, and troubleshooting
- Clearly explain products, packages, pricing, and service options
- Guide customers through step-by-step troubleshooting processes
- Resolve concerns efficiently by asking probing questions and anticipating customer needs
- Retain customers through education, negotiation, and tailored solutions
- Drive sales through strategic upselling and cross-selling of mobile services, bundles, and devices
- Assist customers with device setup, management, and technical troubleshooting
- Utilize multiple systems and tools simultaneously while maintaining exceptional service standards
QUALIFICATIONS:
- Must have BPO experience, preferably in Telco Accounts.
- Strong communication skills (clear, confident, and professional)
- Comfortable handling billing explanations and basic calculations
- Confident in upselling and cross-selling products and services
- Skilled at overcoming objections and negotiating to retain customers
- Ability to multitask across multiple desktop tools and systems
- Strong problem-solving skills and ability to follow structured troubleshooting steps
- Motivated by targets and performance goals
- High resilience and able to stay composed under pressure
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.