A Telco Account Representative provides customer support for telecommunications services such as mobile plans, internet services, billing inquiries, and technical concerns. The role involves assisting customers through phone, chat, or email, resolving service issues, and ensuring customer satisfaction.

Key Responsibilities

Handle customer inquiries regarding telecom services including mobile, broadband, and cable accounts.
Assist customers with billing concerns, plan upgrades, payments, and account changes.
Troubleshoot basic technical issues related to internet connectivity, mobile devices, or service interruptions.
Process service activations, cancellations, and account updates.
Educate customers about products, promotions, and service plans.
Document customer interactions accurately in the CRM or customer management system.
Escalate complex issues to technical support or higher-level teams when necessary.
Maintain service quality standards and performance metrics such as call handling time and customer satisfaction.

Required Skills & Qualifications

High school diploma or equivalent (college education preferred).
Good communication and interpersonal skills.
Basic technical knowledge of telecom services (mobile, internet, cable).
Strong problem-solving and troubleshooting abilities.
Ability to work in a fast-paced customer service environment.
Basic computer and system navigation skills.