Mobile Telecommunications Support Associate

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Manage both inbound and outbound customer communications regarding mobile phone products and services.

• Exhibit empathy, patience, and active listening to guarantee a positive experience for customers.

• Efficiently address customer inquiries, including troubleshooting mobile-related problems and offering technical solutions.

• Accurately record call information and actions taken in ticket notes for every interaction.

• Promptly escalate unresolved or complex issues through the appropriate channels.

• Comply with program guidelines, company policies, and compliance standards.

⛳️ Requirements

• Applicants must be 18 years or older.

• A minimum of 2-3 CXC/GCE subjects, including English Language, or a U.S. high school diploma or GED is required.

• At least 3 subjects, including English (CXC/CSEC, City & Guilds I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery), is necessary.

• A valid (not expired) government-issued ID, TRN, and NIS card are required.

• Candidates must be able to successfully complete a criminal background check and drug test if necessary.

• Flexible availability to work any assigned shift, including weekends and public holidays, is essential.

• Must be able to train and/or work onsite.

• Proven ability to perform at a high level while managing a significant volume of inbound calls.

• Experience in customer service is preferred.

• Strong systematic problem-solving skills, exercising sound business judgment, and following through on commitments to customers are essential.

• Ability to swiftly and accurately identify and assess individual customer needs and take appropriate actions is required.

• Exceptional attention to detail is necessary.

• Outstanding verbal and written communication skills, with the ability to effectively translate customer interactions in real-time, whether via voice or chat.

• Proficient reading skills are required.

• Capacity to convey patience, empathy, care, and sincerity through written communication or voice tone.

• Effective organization, prioritization, multitasking, and time management skills are necessary.

• Experience with CRM applications is preferred.

• Good typing skills are required, with a minimum speed of 35 wpm and at least 80% accuracy.

• A high level of integrity is essential.

• Basic PC keyboarding skills are necessary.

• Experience with Microsoft Office (Outlook, Word, Excel) is required.

• Must be highly tech-savvy with strong troubleshooting skills and the ability to resolve technical issues.

🏝️ Benefits

• Competitive compensation packages that include base pay, incentives, overtime, and shift differentials for select shifts.

• Annual merit increases based on performance.

• Paid training provided.

• Discounts available for various corporate and retail partners for services and products when presenting a Sutherland ID.

• Excellent training and supervisory support offered.

• Competitive salary with an attractive and achievable PBI structure.

• Annual paid vacation and sick leave.

• Exceptional health and life insurance plans.

• Lunch benefits and subsidies are available.

• Onsite lunch concessionaire with reduced rates.

• Transportation/Shuttle services, including free transportation home for shifts ending after 9:00 pm and pickups for shifts starting before 6:00 am.

• Free onsite medical suite staffed with a nurse and medical doctor.

• Daily Refuel Plan featuring a robust schedule of activities to keep employees energized at home and in the office.

• Paid referral program available.

• Opportunities for career development and advancement.

• Excellent reward and recognition programs in place.