Mobile Care Agent

Job Summary

Our Mobile Care Customer Service Agent will be responsible for providing exceptional customer support with issues related to our mobile services, focusing on delivering a positive experience and resolving inquiries effectively. You will assist customers with concerns such as billing, account management, basic device guidance, and service features. Your communication skills, customer-first mindset, patience, and empathy will play an integral role in building customer loyalty and satisfaction.

Key Responsibilities:

Customer Support: Handle inbound calls inquiring about our mobile services, plan options, billing, basic device usage and service features. Provide polite, efficient, and accurate support through communication channels. Deliver a professional experience in every interaction while educating customers about available services, account features and offers that would enhance their mobile experience.

Issue Resolution: Actively listen to customers’ concerns to understand their needs and provide appropriate and time-friendly solutions.

Basic Troubleshooting: Assist customers through simple troubleshooting steps for common mobile issues such as connectivity, device settings, and app performance. Being able to escalate more complex or technical problems to the appropriate teams.

Account Management: Provide updates to mobile service accounts, service activations, plan changes, and SIM card issues. Verify and update customer information as required.

Documentation: Accurately log all customer interactions and resolutions in the company’s CRM system. Maintain up to date knowledge of policies, procedures and general service offerings.

Product Knowledge: Staying up to date with company’s mobile products, services and promotions to enhance service quality and attend to customer needs. Participate in ongoing training and team meetings to stay current.

Escalation & Collaboration: Ascertain when to escalate customer concerns to ensure seamless transition to the appropriate team. Communicate across departments effectively to support customers in a timely manner.

Qualifications:

High school diploma or at least 3 CXC/equivalent; Associate degree preferred.

At least 1-2 years of experience in customer service, mobile carrier services support preferred.

Strong knowledge of mobile operating systems and common device issues.

Basic knowledge of Ios and Android devices, mobile apps, and cellular technologies.

Ability to explain product/service features clearly and simply.

Excellent problem-solving and analytical skills.

Outstanding communication skills, both written and verbal.

Patience, empathy, and a customer-centric approach.

Strong organizational skills and attention to detail.

Ability to work independently and collaboratively in a fast-paced environment.

Familiarity with CRM tools or customer support platforms is a plus.

Excellent English communication skills and understanding of US geography and culture.

Willingness to work flexible shifts, including weekends and holidays, evenings and late nights.