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Job Description Summary:

Summary:
We’re seeking a dedicated and solutions-oriented Customer Service & Dispute Resolution Specialist to join our team. This hybrid role combines front-line customer support with expert dispute investigation and resolution. You will be responsible for delivering exceptional customer experiences, resolving complex issues, and ensuring fair and timely outcomes in line with company policies and regulatory standards.

Job Description:

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

o    Handle inquiries concerning billing issues and questions providing prompt and knowledgeable responses

o    Maintain ownership through completion of all customer requests

o    Provide prompt, courteous, and professional support via phone, email, chat, and other channels.

o    Accurately assess customer needs, resolve billing or account inquiries, and provide proactive solutions

o    Maintain up-to-date knowledge of company products, services, and policies

o    Document all interactions and outcomes in CRM systems with precision and clarity

o    Collaborate with internal departments (e.g., operations, finance, service delivery) to gather facts and reach fair resolutions

o    Identify patterns in disputes and recommend process improvements to reduce recurrence

 

Knowledge, Skills, and Abilities Requirements:

o    Excellent customer service skills

o    Excellent communication skills (verbal and written)

o    Strong analytical and investigative skills with attention to detail.

o    Ability to manage multiple cases and meet deadlines in a fast-paced environment

o    Telecommunications Industry and products

o    Ability to learn and navigate internal applications and systems

 

Education and/or Experience Requirements:

o    High School Diploma or GED equivalent, College Degree preferred

o    4+ years’ customer service and/or billing support

o    1-2 years in Telecom Industry preferred

 

The above declarations are not intended to be an “all-inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities.