Business Care Advisor

About the role

The Business Care Advisor provides prompt and efficient technical support to telecom customers, ensuring each individual's needs are met. This role combines customer relationship management with problem‑solving to deliver a high‑quality experience.

Key responsibilities

• Provide timely technical assistance via telephone and computer tools.
• Own and manage the customer relationship, resolving technical queries effectively.
• Meet productivity, quality and service‑level agreement targets.
• Achieve customer experience goals such as TNPS and receive compliments.
• Handle all assigned tasks while adhering to scheduled shifts, including 24 × 7 rotations.
• Maintain composure under pressure, adapt to changing demands, and make systematic judgments.
• Perform additional projects or tasks delegated by the Line Manager.

Required profile

• High School diploma or equivalent.
• Computer literacy with proficiency in Windows operating systems and internet applications.
• 2‑3 years of proven experience handling complex technical contacts in the telecommunications sector; call‑centre experience preferred.
• Knowledge of fixed infrastructure, networking, telecoms and telephony systems.
• Flexibility to work varied shifts in a 24 × 7 environment.

Required skills

• Windows Operating Systems
• Internet applications
• Fixed infrastructure knowledge
• Networking fundamentals
• Telecoms systems
• Telephony systems