CST - Inbound Intern at Mawingu

ROLE SUMMARY

• The Inbound Call Center Intern will be responsible for handling incoming calls from customers with the aim of providing exceptional service and maintaining minimal abandoned call rates.
• This role involves troubleshooting network, technical, and system issues, managing sales calls with the goal of conversion, addressing ISP-related inquiries, managing call influx, reducing repeat customer calls, and managing social media interactions.

KEY RESPONSIBILITIES

• Customer Call Handling: Promptly and professionally handle customer calls while providing accurate solutions and minimizing abandoned calls.
• Technical Support: Offer first-level troubleshooting, escalate complex issues appropriately, and follow up to ensure resolution.
• Sales and Conversions: Handle installation and sales inquiries, clearly explain products and services, and meet sales targets.
• ISP-Related Inquiries: Resolve ISP-related questions accurately, stay updated on policies, and document all customer interactions.
• Call Influx Management: Efficiently manage high call volumes, especially during peak periods.
• Repeat Call Reduction: Identify recurring issues, provide clear and complete solutions, and follow up to prevent repeat calls.
• Social Media Management: Respond to customer queries on social platforms promptly, coordinate issue resolution, and engage customers to strengthen brand trust.

REQUIREMENTS

• Bachelor's degree in IT, business administration, Communications, or a related field.
• Proven experience in customer success, account management, or a similar role, preferably within the ISP industry.
• Strong understanding of customer experience principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Customer Relationship Management