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Job title: Customer Service Representative – B2B
Location: Temple, TX
Education: HS Diploma or GED
No of Openings: 80

Job Summary:

• B2B Customer Service Sales Representatives handle incoming calls to assist Business Telecommunication Customers with requests and questions on all services offered while handling incoming sales inquiries, providing information about our telecommunications products and services, and assisting customers in making informed purchasing decisions.
• This role requires effective communication skills, professionalism, business acumen, passion for sales, and a commitment to delivering exceptional customer experiences.

Responsibilities:

• Handle a variety of incoming calls addressing complex business customers’ questions and concerns to provide a quick resolution and positive customer experience
• Engage with customers to understand their needs, answer questions, and provide product recommendations.
• Educate customers about our telecommunications products and services, including internet, phone / wireless, and TV packages.
• Present pricing, promotions, and available options to customers in a clear and compelling manner.
• Assist customers in selecting the most suitable products or services based on their requirements and preferences.
• Process sales orders accurately and efficiently using our sales tools.
• Follow up with customers to ensure satisfaction, address any concerns, and encourage upselling or cross-selling opportunities.
• Meet or exceed individual and team sales targets, conversion rates, and customer satisfaction metrics.
• Adhere to program key performance indicators such as: schedule adherence, average handle and wrap time, various conversion rates for telecommunications products, attendance policy

Qualifications:

• Minimum HS Diploma or GED, some College preferred
• Minimum of 6 months of call center experience or relevant sales experience, 1 year highly preferred
• Above average job stability
• Customer service, inbound retention, inbound sales, and telecommunications experience in a call center setting highly preferred
• Excellent verbal and written communication skills, with the ability to engage and build rapport with customers effectively.
• Strong sales aptitude and persuasive abilities, with proven testimonials on meeting or exceeding sales targets. 
• Familiarity with telecommunications products and services, including internet, phone / wireless, and TV offerings.
• Above average computer skills and ability to navigate complex call center systems
• Proficiency in using sales tools to manage customer interactions and track sales performance.
• Exceptional customer service skills, with a focus on delivering positive experiences and resolving customer issues promptly.
• Ability to work independently and as part of a team in a fast-paced, high-volume environment.
• Must be willing to work full time onsite during dayshift, early evening, weekend, and Holiday hours of operation.
• Must pass pre-employment assessment testing and required background checks

Job title: Technical Architect 
Work Location: Chennai Guindy
Experience: 10-16 years
Education Qualification: Any Graduate
No of Openings : 3

Roles and Responsibilities:

• Identify business problems and work on developing Proof-of-concepts to demonstrate the
• technology capabilities with pros and cons of identified options
• Architect, Design, Develop & Implement frameworks and application Software Components
• using Enterprise/Open Source technologies
• Design & Implement Application Architecture concepts and best practices (Tiers,
• Partitioning, Modularity) Architecture NFRs, Availability (HA/DR), Performance (Capacity,
• Resource Utilization, Responsiveness), Information Security (Authentication, Authorization,
• Encryption) State of the art Integration Patterns, including SOA, API, Micro-Services,
• including integration with COTS solutions, Mobile, etc.
• Analyze & Identify Business Capabilities and to develop new business capabilities
• Troubleshoot pre and post-production functional and non-functional issue
• Understand the complexity of current systems, identify system interfaces, and Capture NFR’s
• Capability to learn new technologies quickly.

Required Skills & Desired Skills:

• 10+ Years IT Experience with 6+ Years’ experience in developing and architecting web applications with a heavy usage of JavaScript.
• Extensive industry experience with web applications based on SOA principles.
• Strong understanding of UI frameworks/languages such as Angular, NodeJS, ExpressJS,
• ReactJS, JQuery, CSS, and HTML5
• Experience with responsive UI design and development
• Expert in Javascript/ES6, building Responsive, high performing, heavy-traffic web application using JS Frameworks (Angular, React, Ember, etc) and third part libraries
• Experience with unit-test driven approach to development, expert knowledge of build tools
• (Webpack, Gulp, Grunt), and Continuous Integration and Continuous Deployment with Jenkins
• Experience building applications using Adaptive/Responsive Design Principles and leveraging various applications layers to enhance performance
• Expert in Frontend, Middleware design, development & implementation with experience in Angular, Node ExpressJS, and related technologies.
• Experience in AWS Cloud Infrastructure, AWS application services, AWS Database services, Containers, Microservices
• Experience in designing Micro services reference Architecture, Design, Implementation.
• Experience in BRMS, BPMN, Integrations
• Cloud native solutions, DevOps, Containers, CI/CD, Code Quality, Micro-Services and API architectures, Cloud, Mobile, Analytics.

Job title:  Customer Service Representative 
Work Location: Bonifacio Global City (BGC) in Taguig City
Experience:  6months -1 Year
Education Qualification: High School Diploma
No of openings: 100+ Openings
Walk-in Interview: Every Monday – Wednesday
Walk-in Date: 9.30 AM to 3.00 PM

Roles and Responsibilities:

• Manage large amounts of incoming phone calls, Emails and/or Chats
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Required and Desired skills:

• 6-12 months of proven customer support experience or experience as a Client Service Representative
• High school diploma
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Job title: Quality Analyst – Customer Service
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of quality analyst experience

Job Summary

• Analyses and measures the effectiveness of existing contact center processes and develops sustainable, repeatable and quantifiable process improvements. Collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. Monitors resource requirements, call volume, quality and efficiency of customer contact center operations. Collaborates with training resources to provide training on improved processes.

Roles and Responsibilities:

• Performs root-cause analysis, identifying issues and trends. Provides feedback and assistance to management for developing resolution to the identified issues
• Effectively and appropriately interact with team members who have varied backgrounds and temperaments
• Must remain professional at all times while working and communicating with clients, and employees.
• Through coaching, ensures agent quality guidelines and metrics are achieved
• Monitor team’s calls(live and recorded) and emails to proactively identify potential problems and coach them.
• Should have an eye for details and should be in a position to analyze trends.
• Meet or exceed all deadlines for reporting, monitoring/coaching and preparing quality performance dashboard for the program
• To be actively involved in team and client meetings/calls
• To be actively involved in floor support
• Train employees on QA guidelines and any
• Participate in weekly external and internal calibrations
• Work on special projects and other duties/responsibilities as business requires
• Demonstrate teamwork by supporting and assisting other team members as necessary
• Demonstrate flexibility by working varying shifts and responding to unanticipated events

Required and Desired Skills:

• Knowledge of Microsoft Office
• Able to provide and receive coaching and feedback
• Able to multi-task
• Have good planning, organizing and problem-solving skills
• Able to encourage, motivate and provide recognition
• Working knowledge of the quality policies and procedures
• Prior quality assurance experience (in a customer service call center setting) is preferred.
• Previous experience in providing coaching and feedback in call center environment.
• Deep understanding of contact center QA best practices (with call/chat/email monitoring, calibrations, scoring)

Job title: Technical Support Engineer – Italian
Location: Mauritius
Education Qualification: School Certificate or Higher School Certificate
No of openings:  10

Roles & Responsibilities/ Job Description:

• Provide support through Voice, Chat, Email & remote assistance (universal agent)
• Provide WOW customer experience
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into the system
• Ability to follow processes, meet and exceed KPIs
• Identify and escalate priority issues
• Case/Ticket documentation
• Adhering to standard operating procedures required by the process and organization
• Awareness of relevant service levels

Required Skills:

• School Certificate or Higher School Certificate 
• 6 months to 1-year experience.
• Italian Proficiency Language Native or near-native speaker
• Good understanding of French and English languages
• Excellent verbal and written communication skills
• Customer service orientation