Customer Retention and Support Representative (Night Shift)

Description

PremierCore Solutions is seeking a dedicated Customer Retention and Support Representative to join our US Telecom division on the night shift. In this role, you will be a key player in maintaining strong relationships with our customers by delivering exceptional service and ensuring their continued satisfaction with our telecom products. You will handle customer inquiries and concerns calmly and professionally during night hours while employing effective retention strategies to minimize churn. This position demands a calm demeanor, excellent communication skills, and a solid understanding of telecommunication services to resolve issues efficiently. Candidates who have experience working in US call centers, especially in telecom or customer retention, will thrive in this role. The successful candidate must demonstrate clear and confident spoken English with a neutral accent and be patient and composed with customers, even when they are frustrated. The role requires familiarity with CRM software such as Salesforce or Zendesk, call center communication protocols, and call monitoring software to ensure high-quality service delivery. Additionally, you will work closely with call recording and feedback analysis tools to understand customer needs better and contribute valuable insights for continuous improvement. This position is for a night shift, Monday through Friday, requiring flexibility and the ability to maintain focus and professionalism during late hours.

Responsibilities

• Handle inbound customer calls related to telecommunication services, addressing inquiries, complaints, and technical issues professionally and patiently during night shift hours.
• Use active listening and conflict resolution skills to calm frustrated customers and effectively resolve their concerns, ensuring a positive experience.
• Implement customer retention strategies to minimize service cancellations and encourage ongoing customer loyalty.
• Document all customer interactions accurately in CRM software such as Salesforce or Zendesk, ensuring the completeness and clarity of records.
• Utilize call monitoring and recording software tools to maintain high service quality and adherence to call center communication protocols.
• Analyze customer feedback gathered from calls and CRM records to identify trends and opportunities for improving retention rates.
• Collaborate with team members and management to identify recurring issues and suggest improvements to service delivery processes.
• Maintain up-to-date knowledge of telecommunication products, services, and industry best practices to provide accurate information and recommendations.
• Ensure compliance with company policies and regulatory requirements while handling sensitive customer information.
• Effectively manage multiple tasks including using dialer systems and working with Google Sheets and basic computer applications during shifts.
• Participate in ongoing training and professional development activities to enhance customer service and retention skills.
• Report any technical issues or disruptions in call center software promptly to the technical support team.

Experience

1 Year

Apply By

Oct 28, 2026

Required Skills

• Telecommunication Services Knowledge
• Retention strategies
• Active Listening
• Problem Solving
• Communication Skills
• Call Monitoring Tools
• Customer Feedback Analysis
• Conflict Resolution
• Call Center Communication Protocols
• Call Center Software
• Call Monitoring and Recording Software
• Call Recording Software
• Customer Service

Nice to Have Skills

• Data Entry
• Empathy
• Time management
• CRM Software (e.g., Salesforce, Zendesk)