Media & Telecom Customer Support

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Skills you'll use

What you'll do

• We're looking for a dedicated and empathetic Media & Telecom Customer Support professional to join our team in Hyderabad, India. In this role, you will be the voice of our organization, providing exceptional support to customers while resolving their concerns with professionalism and care. You will handle inquiries related to media and telecom services, ensuring every customer interaction leaves a positive impression and builds lasting relationships.
• Respond to customer inquiries via phone, email, chat, and social media channels with prompt and courteous service
• Troubleshoot technical issues related to media and telecom services, providing clear step-by-step guidance to customers
• Document customer interactions accurately in the CRM system and maintain detailed records of issues and resolutions
• Identify and escalate complex issues to appropriate departments while keeping customers informed of progress
• Provide product information and explain service features to customers in a clear and understandable manner
• Follow up with customers to ensure their issues have been resolved satisfactorily and gather feedback
• Maintain a professional demeanor while handling difficult or frustrated customers with empathy and patience
• Adhere to company policies, procedures, and quality standards while managing multiple customer requests simultaneously
• Contribute to team goals and participate in training sessions to enhance product knowledge and customer service skills

Who can apply

• Proven customer service experience of 1-3 years, preferably in the media, telecom, or related industry
• Excellent verbal and written communication skills with the ability to explain technical concepts in simple terms
• Strong problem-solving abilities and a detail-oriented approach to resolving customer issues
• Proficiency with CRM software, ticketing systems, and other customer support tools
• Demonstrated ability to multitask and manage multiple customer interactions while maintaining quality
• Active listening skills and genuine empathy for customer concerns
• Ability to remain calm and professional when handling challenging customer situations
• Strong time management and organizational skills
• Familiarity with media and telecom services, products, and industry terminology (preferred)
• Multilingual capabilities, particularly regional languages (preferred)

About Sutherland

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