Operations Customer Expert, Georgian and English Speaker

Role Overview

• Direct contact with customers through inbound or outbound calls/digital interactions or back-office projects resulting from a customer inquiry, with a constant motivation of identifying, understanding and solving customers’ needs, plus identifying/developing opportunities for offering targeted company’s products and services i.e up/cross selling, lead generation, upgrade.
• High levels of customer orientation involving a desire to help and serve customers and developing and sustaining productive customer relations.
• Maintain solid customer relationships by handling customer concerns with speed and professionalism.
• Inbound service of all customer inquiries or requests
• Provide information about products and services
• Device troubleshooting and replacements
• Orders placement and delivery monitoring
• Provide solutions based on customer needs
• Proactively explore customer needs to identify and recommend relevant products, using every interaction as an opportunity to educate, guide decisions and create added value through up-selling, cross selling or lead generation.
• Deliver superior customer experience in every interaction through identifying, capturing and addressing customer needs
• Ensure all operational processes are followed and keep up to date with all new procedures, products and services
• Respect all applicable legal requirements
• Follow and apply regulations on Data Privacy
• Commit to results and targets set
• New sales and leads validation for prospect consumers; remote device lending and conversion handholding support for new SFP users
• Up/Cross selling and/or trade-in activities for existing customers to address needs and increase value.
• Recognize and take advantage of churn signals (e.g., reduced usage) to solve consumer’s pain points with empathy and targeted solutions.
• Deliver tailored product recommendations and confidently present value propositions to guide purchase decisions.
• Overcome objections and foster long-term loyalty by resolving concerns promptly, with empathy and clarity.

Requirements

• Fluency in Georgian and English
• Graduate studies or equivalent
• Minimum age: 21 years old
• Preferably previous experience in any position that requires interacting with customers and/or proposing products/services
• At least 6 months in sales, acquisition, or similar customer-facing roles focused on commercial targets will be preferable
• Strong knowledge of acquisition, conversion, customer lifecycle management (CLM), and retention procedures, products and services
• Ability to ask the right questions to explore, understand and identify customers’ situation or needs and offer solutions, as well as identifying or developing opportunities to propose & promote targeted company’s products and services
• Consultative selling skills with benefit-led language and emotional connection
• Detail-oriented when handling inbound/outbound calls and recording data
• Ability to manage objections/complaints in an effective way
• Ability to effectively manage time/work schedule
• Importance of teamwork and sharing best practices
• Willingness to constantly update knowledge about company processes

Benefits

• Premium health insurance for you and your family members
• Diverse sports and health offerings
• Discounts from external partners
• Feel Good Program: workshops, and seminars such as Yoga, Pilates, Dance class, sound healing, table tennis tournaments, hiking, and a lot more...
• Mentoring, personal and professional development opportunities
• Late shift transportation
• Best career development opportunities in an international company
• Centrally located, modern offices, game zones, and relaxation areas.