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About the role
Key responsibilities & impact- Provide high-quality voice and digital support for customers with account, billing, payment, subscription, cancellation or renewal, access, and service-related concerns
- Review account history, prior contacts, notes, billing and payment activity, subscription details, access status, and open actions
- Diagnose and resolve concerns using approved tools, knowledge resources, processes, business judgment, and cross-functional support
- Identify underlying account issues and prevent avoidable repeat contacts
- Explain account status, charges, notices, available options, process requirements, ownership, and expected next steps
- Take end-to-end ownership within role authority; create complete handoffs, document accurately, and follow escalation or follow-up requirements
- Demonstrate empathy, composure, curiosity, and confidence during customer conversations
- Use critical thinking with incomplete, conflicting, or multi-system information
- Introduce approved products, features, or services through Boost and Engage when relevant
- Communicate across phone, chat, email, and other supported channels
- Maintain accurate documentation of issues, research, actions, ownership, and commitments
- Use approved AI-enabled tools responsibly while validating outputs, protecting customer information, and remaining accountable
- Raise recurring customer and process pain points and contribute improvement ideas
- Meet quality, customer experience, productivity, compliance, and commercial activity expectations
Requirements
What you’ll need- Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
- At least 1 year of experience in customer service, account support, billing, retention, collections, subscription support, inside sales, or a similar customer-facing role
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
- Excellent spoken and written English with strong communication and active listening skills
- Strong problem-solving, analytical, and decision-making skills
- Customer-focused, empathetic, accurate, and solution-oriented
- Comfortable working with multiple systems, customer records, and digital tools
- Experience with voice and written customer interactions is preferred
- Exposure to consultative selling, upselling, cross-selling, or needs-based recommendations is preferred
- Experience with CSAT or similar customer-experience metrics is preferred
Benefits
Comp & perks- Country specific benefits
- Reasonable accommodations or adjustments during the hiring process