Customer Service ExecutiveSkills & Competency Framework

Knows the telecom plans, recharge and billing rules, network basics and process trees well enough to resolve routine queries without unnecessary transfers. Navigates the knowledge base and internal tools quickly to find the correct answer while the clock is running.

Captures accurate disposition codes, notes and follow-up actions in the CRM on every contact, so the next agent inherits a clean history. Follows mandated scripts, compliance disclosures and verification steps without cutting corners to shave handle time.

Recognises churn signals and save opportunities — a customer threatening to port out, a plan that no longer fits usage — and makes a relevant retention offer or soft upsell without being pushy. Frames the recommendation around the customer's actual usage, not a blanket pitch.

Stays calm and courteous through abusive callers, back-to-back contacts and long shifts, keeping tone and accuracy steady when queues spike. Recovers quickly between difficult calls rather than carrying frustration into the next customer.

Understands how AHT, CSAT, FCR, quality scores and adherence are measured and how their own behaviour moves each one. Balances speed against quality — resolving efficiently without rushing the customer — and uses QA feedback to improve rather than to game the numbers.