Customer Service Agent at Alan & Grant

Job Summary

• The Customer Service Representative will be the first point of contact for subscribers.
• The primary goal is to deliver excellent service by resolving customer inquiries, managing account subscriptions, troubleshooting basic technical issues, and ensuring a positive customer experience.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, live chat, or in person.
• Assist customers with subscription activations, upgrades, downgrades, and clearing error codes (e.g., E16, E32).
• Process subscription payments, resolve billing discrepancies, and guide customers on using self-service payment platforms.
• Walk customers through basic technical troubleshooting for decoders, smartcards, satellite signals, and the app.
• Listen to customer needs and recommend appropriate hardware upgrades or premium channel packages to add value.

Requirements

• OND, HND, or Bachelor’s degree in any discipline.
• Minimum of 1 year of experience in a customer-facing role (call center or walk-in customer service experience is a plus).
• Strong verbal and written communication skills with a friendly and patient demeanor.
• Basic computer literacy and the ability to learn quickly subscription management software.
• Ability to talk to customers calmly and resolve issues efficiently under pressure.