Our client is the world's largest international mobile virtual network operator, serving over 16 million customers across 23 countries—with a new customer joining every two seconds. Our mission is to connect friends and family around the world by offering low-cost, high-quality data and voice services. We are expanding our portfolio to include financial and travel services, helping people stay in touch across borders.
Role Overview
We are seeking dedicated, customer-focused Voice Customer Support Associates to handle inbound customer service interactions. This is a pure customer service role with no sales or upsell components. You will be the trusted voice and advocate for millions of customers across 18+ global markets, helping them resolve issues quickly and delivering exceptional experiences at every touchpoint.
The ideal candidate will demonstrate strong communication skills, active listening, empathy, and a genuine passion for resolving customer concerns professionally and efficiently.
Key Responsibilities
- Handle inbound interactions via voice calls and non-voice channels (email, chat, etc.) with prompt, accurate, and courteous support
- Understand and resolve customer issues effectively per established process guidelines and standard operating procedures
- Provide accurate information related to products (prepaid & post paid), services, billing, technical troubleshooting, and general inquiries
- Achieve First Contact Resolution (FCR) where possible; escalate complex issues per defined criteria with clear documentation
- Maintain compliance standards including regulatory requirements (FCC CPNI, Ofcom, ACMA per applicable market), data privacy, and internal guidelines
- Document interactions accurately in CRM systems with clear, professional notes and ensure proper ticket closure
- Meet KPI targets including AHT, FCR, schedule adherence, call quality, and compliance standards
- Demonstrate professionalism, empathy, and clarity in every customer interaction, maintaining patience under pressure
- Learn continuously, stay updated on products/services, and embrace process improvements and feedback
Eligibility & Qualifications:
- Language Proficiency: English B2 level minimum (CEFR); Native/Regional Language B2 level minimum
- Communication: Clear, confident voice (for voice roles); professional written communication (for non-voice roles)
- Technical Skills: Basic computer navigation, email, CRM systems;
- Shift Flexibility: Ability to work rotational shifts including early mornings, evenings, nights, weekends, and holidays as per operational requirement
- Schedule Adherence: Comfortable with rotational week-off arrangements and schedule changes as needed
- Compliance: Willing to undergo background verification and comply with regulatory requirements
Key Skills & Competencies
Communication & Language Proficiency
- English Proficiency: B2 level minimum (CEFR) – fluent, clear, and confident
- Native/Regional Language: B2 level minimum – demonstrated proficiency for local market support
- Voice Interactions: Clear articulation, no heavy accent interference, confident tone, active listening
- Written Communication (Non-Voice roles): Professional tone, grammatically correct, concise and clear
- Typing Speed: Minimum 30 WPM with 90% accuracy (non-voice roles)
Core Competencies
- Active Listening & Empathy: Ability to understand customer concerns deeply and respond with empathy
- Problem-Solving & Decision-Making: Logical thinking, ability to troubleshoot and resolve issues within scope
- Customer Focus: Commitment to customer satisfaction and willingness to go the extra mile
- Patience & Emotional Control: Handle challenging customers professionally without frustration
- Adaptability: Thrive in a fast-paced, dynamic environment with changing priorities
- Compliance Awareness: Understand and follow regulatory requirements, data privacy, and quality standards
- Technology Comfort: Quick learner; able to navigate multiple systems and troubleshoot basic technical issues
- Initiative & Ownership: Proactive approach to resolving issues, seeking clarification when needed
- Team Collaboration: Willingness to support colleagues, open to feedback, and contribute to team goals
Performance Expectations
- Achieve or exceed team KPI targets such as: AHT, First Contact Resolution (FCR), Schedule Adherence, Quality audits and compliance metrics
- Maintain professional demeanor and quality standards in 100% of interactions
- Adhere to established processes and guidelines; escalate appropriately when required
- Complete all mandatory training and compliance certifications
All your information will be kept confidential according to EEO guidelines.