•     Handle a high volume of inbound calls and email queries for a UK telecommunications client, resolving mobile top-up and billing issues at first point of contact to reduce repeat contacts.

•     Identify genuine customer needs through active listening and tailored questioning, guiding suitable customers towards longer-term plans and improving overall account value.

•     Log call outcomes and customer details accurately in CRM systems, keeping records current for follow-up, reporting and handover between shifts.

•     Consistently work towards sales and quality targets in a fast-paced, KPI-driven environment, balancing speed of resolution with tailored, accurate advice.

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