job description
Join Fusion CX as a Customer Service & Technical Support Representative for our pioneering Telco account, now expanding to Bali! This is your chance to be part of a dynamic team delivering exceptional service while enjoying career growth, paid training, and competitive compensation in a tropical paradise.
As a key player in our Telco support team, you’ll resolve customer inquiries, troubleshoot technical issues, and ensure seamless service delivery. Whether you're based in Canggu, Ubud, or any of Bali’s vibrant hubs, you’ll thrive in a flexible, remote-friendly environment with opportunities to advance your career in the telecommunications industry.
Why join us? Fusion CX offers a supportive work culture, comprehensive training, and the chance to work with cutting-edge technology in a role that values both technical expertise and customer-centric problem-solving.
Responsibility
- Provide top-tier customer service via phone, email, and chat for Telco-related inquiries.
- Troubleshoot technical issues, including billing, service outages, and device configurations.
- Escalate complex problems to specialized teams while maintaining customer satisfaction.
- Document interactions and solutions in our CRM system for quality assurance.
- Collaborate with cross-functional teams to improve service delivery and customer experience.
- Stay updated on Telco products, promotions, and industry trends to provide accurate information.
- Meet performance metrics, including response time, resolution rate, and customer satisfaction scores.
Qualifications
- High school diploma or equivalent; Bachelor’s degree is a plus.
- Minimum 1 year of experience in customer service or technical support (Telco experience preferred).
- Strong problem-solving skills and ability to multitask in a fast-paced environment.
- Excellent communication skills in English (written and verbal).
- Proficiency in basic computer applications and CRM tools.
- Willingness to work in shifts, including weekends and holidays, as needed.
- Self-motivated with a passion for delivering exceptional customer experiences.