Customer Support Executive

Job Title: Customer Support Executive

Company: Vybe Telecom Pvt Ltd

Location: Hyderabad

About us: Vybe Telecom Private Limited is a dynamic and rapidly expanding

Internet Service Provider (ISP) headquartered in Hyderabad, Telangana. With a

mission to deliver fast, reliable, and affordable internet connectivity, we specialize in

serving both broadband and enterprise customers across the Hyderabad and

Mahbubnagar regions.

Job Overview: We are seeking a dedicated and customer-focused Customer Care

Executive to join our team at head office. This role is integral to our customer

satisfaction strategy, as you will be responsible for providing exceptional support to

our internet service users, resolving their issues, and ensuring a positive customer

experience. You will address inquiries, troubleshoot issues, and provide guidance on

our internet services, with a focus on retaining customer loyalty and enhancing their

experience.

Key Responsibilities:

1. Customer Support: Handle incoming customer queries via calls, emails, and

live chat. Provide accurate information regarding internet packages, billing,

technical support, and installation procedures. Resolve customer complaints

in a timely and effective manner.

2. Technical Troubleshooting: Assist customers with connectivity issues,

network outages, and equipment troubleshooting. Guide customers through

basic technical troubleshooting processes or escalate issues to the technical

support team if needed.

3. Account Management: Process service requests, new connections,

upgrades, downgrades, and cancellations. Address billing inquiries and

process adjustments or refunds as required. Maintain and update customer

records in the CRM system.

4. Customer Retention: Engage customers by understanding their needs and

offering relevant solutions. Implement retention strategies, such as offering

discounts or alternative plans to retain customers considering cancellation.

Conduct follow-up calls to ensure issue resolution and customer satisfaction.

5. Reporting & Documentation: Document customer interactions and issues

accurately for future reference. Provide feedback and suggest improvements

to internal processes based on customer insights. Prepare daily and monthly

reports on customer interactions and resolutions.

Requirements:

1. Education background Minimum Bachelor’s degree in any discipline.

2. Fresher or 1-3 years of experience in customer service or Front office roles,

preferably within the telecommunications or internet service provider sector.

3. Strong communication skills in English, Telugu and Hindi languages.

4. Problem-solving skills with a customer-centric approach.

5. Ability to work in a fast-paced environment and handle high call volumes.

6. Basic knowledge of internet troubleshooting and networking is a plus.

7. Proficient in MS Office and CRM software.