Here is a professional and structured job description for a Telecommunication Support Executive (Customer Care / Technical Support) role for Serco, tailored for their BPO/contact center operations in Agra.
Job Description: Telecommunication Support Executive
Company: Serco India BPO Private Limited
Location: Agra, Uttar Pradesh
Department: Telecom & Customer Experience Operations
Employment Type: Full-time
Experience: Freshers to 2 years of experience
About Serco
Serco is a leading global provider of public and essential business services, operating in over 20 countries with a team of more than 50,000 colleagues. In India, our contact center operations deliver high-quality customer experience management and technical support solutions across major utility and telecommunication industries. We pride ourselves on building a workplace centered on Trust, Care, Innovation, and Pride.
Job Purpose
We are seeking motivated, articulate, and customer-focused individuals to join our Telecommunication Support team in Agra. In this role, you will be the primary point of contact for subscribers of leading telecom networks. You will handle inbound queries, troubleshoot service/network issues, assist with billing, and ensure an exceptional customer experience.
Key Responsibilities
- Customer Support: Handle inbound and outbound calls assisting telecom subscribers with service activations, plan migrations, and value-added services (VAS).
- Technical Troubleshooting: Resolve primary network issues, internet connectivity problems, SIM configurations, and device compatibility questions.
- Query Resolution: Efficiently manage customer complaints regarding billing discrepancies, data deductions, and roaming charges, ensuring accurate information is provided.
- CRM Data Management: Maintain precise records of all customer interactions, feedback, and escalations in the CRM database.
- Performance Metrics: Meet or exceed daily performance targets, including Average Handling Time (AHT), Customer Satisfaction Scores (CSAT), and First Call Resolution (FCR).
Qualifications & Skills Required
- Education: Higher Secondary (10+2) required; Graduation in any stream is preferred.
- Language Fluency: Clear verbal and written communication in English and Hindi. Knowledge of additional regional languages is a plus.
- Technical Aptitude: Basic knowledge of telecommunication terms (e.g., bandwidth, data speeds, prepaid/postpaid billing) and comfortable working with computers.
- Problem-Solving: Strong listening skills with the ability to empathize with customers and de-escalate stressful situations.
- Flexibility: Willingness to work in a 24/7 rotational shift environment, including weekends and night shifts.
Pay: ₹10,000.00 per month
Benefits:
Work Location: In person
