Customer Experience Specialist - Tier 2

About the Role

The Customer Experience Specialist will be responsible for handling and resolving escalated customer inquiries across various communication platforms including phone, fax, web, and written correspondence. The role requires maintaining strict compliance with company policies related to account adjustments and write-offs while ensuring the organization’s standards and regulatory requirements are met. Supporting the processing of all products and services across the company and its outsourcing partners is also an integral part of this position.

Key Responsibilities

• Address and resolve customer issues, queries, and account adjustments within established limits and agreed performance indicators, updating relevant systems accordingly.
• Acknowledge and track escalated customer concerns, providing timely updates to ensure customer satisfaction and log all received issues for accountability.
• Oversee adjustment activities and implement corrections promptly to achieve quick resolution.
• Modify orders based on pricing plans, promotions, or other charges to correct billing errors.
• Collaborate with Field Technicians to support restoration and provisioning tasks to enhance service delivery.
• Maintain and update customer records related to account adjustments using the appropriate applications.
• Work closely with various teams and departments to drive ongoing process improvements aimed at surpassing customer expectations.
• Identify training gaps through error analysis from both internal teams and outsourced partners; develop training materials to fill knowledge deficits.
• Recommend solutions to issues impacting provisioning and fault clearance processes.
• Protect confidential information, including unlisted accounts, from unauthorized disclosure.
• Offer training to colleagues for enhancing team efficiency and effectiveness.
• Document daily activities in shared workspaces.
• Perform any additional duties as assigned.

Qualifications and Skills

• An Associate Degree in Business Administration or Telecommunications is preferred but not mandatory.
• 3 to 5 years of experience in customer service or a related sector.
• Strong verbal and written communication capabilities.
• Excellent interpersonal skills with the ability to collaborate effectively across departments.
• Detail-focused with strong problem-solving skills and commitment to continuous improvement.
• Proficient in system software tools and Microsoft Office Suite.