Customer Service Representative

**Job Information**:
Job Family
**Sales***
Work Arrangement
**Onsite***
City
**Colombo***
State/Province
**Colombo***
Country
**Sri Lanka***
Salary
**N/A***
**Become a part of our worldwide outsourcing team and discover a world of opportunities.**
Dreaming of a global career without the need to go abroad? Look no further Emapta Sri Lanka is your gateway to a world of possibilities. If you fancy working in a state-of-the-art office, our online jobs in the country offer competitive compensation, stable employment, and a supportive community. Let us be the bridge to your success - where dreams meet reality, and careers thrive
As a **Customer Service Representative**, you will be actively engaged in various aspects of customer interaction and support. Your responsibilities will encompass conducting cold calling sales efforts to effectively promote the products and services offered by the company.
**_
Here's an overview of your future role:_**
- Employment Type: Full-time- Schedule: Australian Time Zone (3 AM - 12 PM, with a year-end shift to 4 AM - 1 PM), 9 hours per day- Work Arrangement: Onsite, Colombo
**What do you need to succeed?**
- Tech-savvy and agile individuals with a strong customer service mindset.
- Young professionals with a proactive approach to problem-solving.
- Excellent English proficiency in both verbal and written communication.
- Cold calling sales techniques.
- Technical support expertise.
- Dispute management skills.
- Basic knowledge of computer networking such as basic networking theories, concepts, and troubleshooting are a prerequisite.
- Minimum 1+ years of customer care experience, live web-chat support or experience in a similar role.
- Solid personal experience with personal selling and a flair for sales.
- Experience in a Telco/ISP environment will be a distinct advantage.
- Patience, courtesy, and the ability to paying attention to ultimate detail.
- Ability to work for extended periods of time.
Qualifications and Experience:
- Degree in IT/Sales/Computer Networking; City & Guilds - Certificate in Electrical and Electronics Technology (IVQ Level 2) or Diploma in Electrical and Electronic Engineering (IVQ Level 3).
- Edexcel BTEC HND in Telecommunication Engineering will be an added advantage.
**What awaits you in this role?**
- Conduct cold calling sales to promote products/services.
- Provide technical support to customers with network connection routers.
- Effectively manage and resolve customer disputes.
- Handle customer inquiries and ensure a positive customer experience.
- Work collaboratively with team members to achieve customer service goals.
- Effectively respond to sales inquiries/calls in a courteous, empathetic, and business-like fashion.
- Collaborate with our Products, Operations, and Quality teams to troubleshoot problems, improve processes, and ensure customer satisfaction.
- Assist new clients with their internet set-up; make suggestions as an industry expert and give an overall great first impression.
- Use the provided knowledge base to research answers to customer inquiries and respond to customers with timely, accurate information.
- Attend regular 1:1 coaching session with your supervisor to ensure you regularly meet key performance indicators, emphasis will be placed on NPS (Net promoter Score) and ASA (Average Speed of Answer).
- Comply with telecom regulatory and compliance issues in Australia when providing end-user Assistance.
Added Advantage:
- Troubleshoot internet/ voice service issues and a basic knowledge in telecommunication technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, VoIP.
**Why choose us**:
- Competitive Package
- Medical Life Insurance
- Referral bonuses
- Prime office location
- Standard government and Emapta benefits
- Well-equipped, modern, and accessible offices
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and team
**Be part of a company that empowers people to fulfill their international dreams.**
You will be working with an outsourcing company that builds stable international careers with above-market salaries, plenty of growth opportunities, and a company culture that puts yours and its people's needs in front and center. With over 700 global partners that prefer opening remote jobs in the country, our vision is to help you and thousand more individuals reach your full potential and dreams without the need to leave the country and work abroad.
EmaptaExperience

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