Service desk en
CIUDAD DE GUATEMALA
as a mobility services associate, you will receive inbound calls from our customers. your primary responsibility is to build rapport, assess the customers needs and offer the best solution. you will present current promotions, and bundle the suite of products. to be successful, you must have the ability to develop trust & build rapport with our customers. you must be persistent and persuasive to overcome objections. if you are a great listener, energetic, love to communicate, and have a drive to succeed, this is the perfect position for you.
answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas in a timely manner.
may be required to work in one or multiple queues/skill sets over various customer contact channels.
responsible for improving customer retention through programs and service provided to the customer.
utilizes mechanized systems to initiate and complete service orders and handle customer requests.
continually maintain working knowledge of all company products, services and promotions.
make recommendations according to customer's needs on features, accessories, upgrades and rate plans.
utilize operational systems to process purchases of at&t products and services; i.e. collections, payments for wireless bills and accessories.
administer system functions on all opening, closing, and balancing procedures to according to finance guidelines.
may sell and provision wireless services, products, features, equipment and accessories.
may be responsible for credit/inbound and outbound collections, activations, customer service, eservices, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
general knowledge, skills and abilities:
knowledge in basic mobility wireless technology.
ability to learn and expand product knowledge as well as understand a wide array of telecommunication products.
ability to multitask showcased through the use of several applications, customer service management systems, research tools, multiple screens and programs ability to navigate multiple screens/programs.
ability to find key information.
active listening skills and ability to build rapport.
exceptional phone etiquette and professionalism.
ability to follow direction and accept coaching
high school diploma
typing skills requiring more than 40 words per minute and 65% accuracy
strong communication skills: speak clearly, strong vocabulary skills, diverse vocabulary, pleasant delivery, pleasant temperament. advance grammar and punctuation.
able to submit a background check, drug screen.
required solid and verifiable work history.
preferred proficiency in microsoft office products and other computerbased systems.
85% english language proficiency written and spoken.