Customer Experience Specialist - Tier 2

About the role

The Customer Experience Specialist – Tier 2 is responsible for handling escalated customer issues across multiple communication channels. You will ensure timely resolution, maintain accurate records, and support the delivery of our products and services.

Key responsibilities

• Acknowledge and resolve escalated customer inquiries received via phone, fax, web, or written communication.
• Maintain integrity of account write‑offs, adhering to charter, accounting, auditing and credit policies.
• Process orders, adjustments and billing corrections in line with pricing plans and promotions.
• Liaise with field technicians to support restoration and provisioning activities.
• Create and update customer records in relevant applications.
• Monitor adjustment activities, take corrective actions and ensure rapid resolution.
• Collaborate with other departments to drive continuous process improvements.
• Identify training gaps, develop documentation and provide training to colleagues.
• Protect confidential information and ensure regulatory compliance.
• Document daily activities in shared spaces and perform any additional duties as assigned.

Required profile

• Associate degree in Business Administration or Telecommunications preferred (not mandatory).
• 3‑5 years of experience in customer service or a related field.
• Strong verbal and written communication abilities.

Required skills

• Proficiency with MS Office Suite.