Customer Service Associate

About the Role

Fusion CX is hiring Customer Service Associates for telecommunications order support in Bangalore, India. This opportunity is suited for candidates with strong English communication skills and an interest in customer service, order management, and telecom support.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chat inquiries related to customer orders, scheduling, service status, and account information.
• Understand customer concerns, collect relevant order details, and provide accurate information and appropriate solutions.
• Monitor transactional queues and manage customer requests related to order services, scheduling, and status updates.
• Investigate order delays and service-related concerns, identify their causes, and coordinate with the appropriate teams for resolution.
• Follow up on customer requests and manage cases through to complete resolution.
• Route complex inquiries and cases beyond the scope of initial support to the appropriate higher-level support teams.
• Coordinate with internal departments to resolve order constraints while following established policies and procedures.
• Maintain accurate customer records and provide timely responses to email and chat inquiries.
• Work toward performance indicators and service quality standards while maintaining a professional and empathetic approach.
• Share customer feedback and recurring issues with relevant product, service delivery, technology, and operations teams.

Requirements & Tech Stack

• 0-2 years of experience in a call center or customer service environment.
• Telecommunications experience is preferred.
• Strong English communication skills, both spoken and written.
• Ability to communicate professionally with U.S. customers over phone, email, and online chat.
• Good listening and comprehension skills.
• Ability to remain calm, patient, and helpful when handling difficult customer situations.
• Strong computer skills, including familiarity with Microsoft Office products.
• Ability to manage multiple customer inquiries and work across different communication channels.
• Customer-focused approach with good problem-solving and coordination skills.
• Willingness to work in a U.S. shift schedule.
• Willingness to work from the office.

Qualifications

• Verbal and written communication
• Active listening
• Customer relationship management
• Problem-solving
• Issue resolution
• Multitasking
• Professionalism
• Empathy
• Teamwork

Job Location

• Location: Bangalore
• Work Mode: Work From Office (WFO)
• Shift: U.S. Shift