**JOB PURPOSE:** The call center executive is the voice of the company and the first point of contact for our customers. Their primary function is to handle inquiries, resolve technical connectivity issues, and promote additional services, ensuring an exceptional user experience that fosters loyalty. **RESPONSIBILITIES:** * **Customer Service:** Manages incoming and outgoing calls (chats/emails) with a professional and empathetic attitude. * **Level 1 Technical Support:** Diagnoses and resolves basic internet issues following company protocols. * **Sales and Retention Management:** Identifies opportunities for upselling and cross-selling, and applies strategies to prevent service cancellations. * **Ticket Registration:** Accurately and thoroughly documents each interaction in the system. * **KPI Compliance:** Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) levels. **COMPETENCIES:** * **Active Listening:** Ability to identify the customer’s true need behind their complaint. * **Resilience and Frustration Tolerance:** Maintains composure and courtesy when dealing with difficult customers or high-pressure situations. * **Assertive Communication:** Ability to explain technical terms in simple language. * **Results Orientation:** Focus on closing tickets and meeting objectives. **WORK CONDITIONS:** * **Work Schedule:** Rotating shifts (07:00–16:00, 09:00–18:00, 13:00–22:00, and 22:00–07:00). * **Work Modality:** On-site, with flexible availability. * **Salary:** $9,582.00 to $10,500.00 (based on qualifications). Job Type: Full-time, Indefinite Term Salary: $9,582.00 – $10,500.00 per month Work Location: On-site employment