Customer Experience Representative (CER)

Customer Experience Representative supports outbound campaigns, retention, and collections to drive revenue, reduce churn, and enhance customer experience.

They handle customer queries via calls, emails, and chats, process orders and changes, resolve issues, and promote relevant solutions while meeting targets and compliance standards.

Strong communication skills, ability to stay calm under pressure, and proficiency in computers and Microsoft 365 are required.

• 1–2 years call center or customer-facing experience (telecom preferred)

• Experience in sales, retention, or collections is a plus

Basic computer skills and CRM familiarity

Desirable Skills (Optional but Advantageous): 

• Strong communication and persuasion skills

• Customer-focused mindset

• Resilient and handles rejection well

• Good negotiation and objection handling

• Time management and target-driven

• High attention to detail and accuracy

Outbound Sales, Upselling, Retention & Winback

• Execute outbound campaigns to promote services, collect feedback, and address outstanding balances

• Identify needs, recommend upgrades, and encourage timely payments

• Present retention offers and update payment commitments in systems

• Run win back campaigns for disconnected customers

• Resolve issues and escalate complex cases

• Meet daily, weekly, and monthly sales targets

• Update CRM with accurate customer data

• Deliver professional, customer-focused interactions

• Handle objections positively and effectively

• Follow scripts, policies, and compliance standards

• Meet quality and call handling targets

• Maintain accurate records and documentation

• Adherent to campaign guidelines and schedules