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JOB DESCRIPTION

Customer Care Executive – Telecom / ISP

Job Title: Customer Care Executive

Department: Customer Support / Operations

Industry: Telecom / Internet Service Provider (ISP)

Location: Bengaluru

Employment Type: Full-time

Experience: 0–3 years

Reporting To: Customer Support Manager / Operations Manager

Job Summary

We are looking for a customer-focused and responsible Customer Care Executive to handle customer queries, complaints, service requests, and coordination with technical and operations teams.

The candidate will be responsible for providing timely support to broadband, leased-line, enterprise, and telecom customers while ensuring a high level of customer satisfaction.

Key Responsibilities

• Handle customer calls, emails, WhatsApp messages, and support tickets.
• Understand customer complaints and provide appropriate first-level assistance.
• Register, update, and track customer complaints and service requests.
• Coordinate with the NOC, Network, Field Support, and Technical Teams for resolution of technical issues.
• Follow up on internet connectivity, downtime, installation, configuration, and service-related complaints.
• Keep customers informed about the status and expected resolution time of reported issues.
• Escalate critical or unresolved issues to the appropriate technical or management team.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Monitor pending tickets and ensure timely closure.
• Coordinate with field engineers for customer visits and service restoration.
• Handle service activation, relocation, upgrade, downgrade, suspension, and termination requests.
• Assist customers with billing, payment, invoice, and account-related queries.
• Follow defined SLA and escalation procedures, particularly for enterprise and leased-line customers.
• Conduct customer follow-ups after issue resolution to confirm service restoration.
• Identify recurring customer issues and report them to the concerned department.
• Maintain professional communication with customers at all times.
• Prepare daily/weekly customer support reports when required.

Telecom / ISP Support Areas

The candidate should be able to understand and coordinate issues related to:

• Broadband / FTTH connectivity
• Internet leased lines
• Fiber connectivity
• ONT/ONU and Wi-Fi issues
• Router and CPE-related issues
• Internet speed and connectivity complaints
• IP address-related requests
• DNS and basic connectivity issues
• Network outages and downtime
• Link installation and activation
• Fiber cuts and restoration
• Service upgrades and downgrades
• Billing and renewal issues
• SLA-based enterprise support

Required Skills

• Excellent verbal and written communication skills.
• Good customer-handling and problem-solving abilities.
• Basic understanding of Internet, networking, broadband, and telecom services.
• Ability to communicate effectively with technical/NOC teams.
• Good follow-up and ticket-management skills.
• Ability to work under pressure during network outages.
• Basic knowledge of MS Excel, Word, email, and customer-support/ticketing systems.
• Good documentation and reporting skills.
• Willingness to work in shifts, including weekends or holidays if required.

Preferred Technical Knowledge

Knowledge of the following will be an advantage:

• TCP/IP
• DNS
• DHCP
• LAN/WAN
• FTTH
• Fiber optics
• Wi-Fi
• Routers and switches
• Basic ping/traceroute troubleshooting
• IP addressing
• VLAN basics
• NOC/ticketing systems
• SLA and escalation processes

Educational Qualification

Minimum: 12th Pass / Diploma / Graduate

Preferred: B.E./B.Tech, BCA, B.Sc., Diploma in Electronics/Telecommunications/Computer Science, or equivalent.

Experience

• Freshers: Candidates with good communication skills and basic computer/networking knowledge may apply.
• 1–3 years: Experience in ISP, telecom, broadband, NOC, BPO, or technical customer support preferred.

Key Performance Indicators (KPIs)

• Customer satisfaction
• First response time
• Ticket resolution time
• SLA compliance
• Pending ticket reduction
• Complaint closure rate
• Customer retention
• Escalation rate
• Call/email response quality
• Follow-up effectiveness

Working Conditions

• Full-time position.
• May require rotational shifts.
• May require weekend/holiday support depending on network operations.
• Ability to handle high-priority customer complaints and network outages is essential.

Ideal Candidate

The ideal candidate should be customer-oriented, technically curious, patient, well-organized, and capable of coordinating effectively between customers and technical teams. Experience in an ISP or telecom environment will be an added advantage.