Customer Support Representative
The Account Care Agent provides high-quality voice and digital support for customers with account, billing, payment, subscription, cancellation or renewal, access, and service-related concerns. The agent investigates the full account context, identifies the underlying customer need, uses sound judgment when information is incomplete, explains findings clearly, and owns the next best action through resolution or a well-managed handoff.
After the customer’s primary concern is understood and appropriately addressed, the agent listens for relevant needs and introduces suitable products, services, or support options through approved Boost and Engage practices. Recommendations must be needs-based, accurate, transparent, and beneficial to the customer.
Responsibilities:
- Handle account, billing, payment, subscription, cancellation, renewal, access, and service-related concerns across voice and digital channels.
- Review account history and relevant records to identify issues, determine appropriate solutions, and prevent repeat contacts.
- Explain account status, charges, options, requirements, and next steps clearly and accurately.
- Take end-to-end ownership of customer concerns, including documentation, follow-up, escalation, and handoffs when required.
- Use sound judgment and critical thinking when handling complex or incomplete information.
- Introduce relevant products, services, or support options through approved Boost and Engage practices.
- Use approved tools, systems, knowledge resources, and AI-enabled tools responsibly to support customer service and workflow efficiency.
- Identify recurring customer or process issues and contribute to continuous improvement.
- Meet quality, customer experience, productivity, compliance, and commercial expectations.
Qualifications:
- 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.
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