Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment. Achieve service levels in compliance with company directives. 

Duties and responsibilities:

• Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA


• Understanding and ownership of customer queries and complete management the process to resolve issues escalated.


• Assist and resolve incidents according processes and procedures.


• Resolve FTTH issues through effective troubleshooting and configuration.


• Ensure excellent customer service and effective and efficient problem-solving.


• Preserve and build relationship with customers and other stakeholders on behalf of the business.


• Effectively follow up on calls including other key commitments made to c...