Customer Service Support Intern, Canada O495

Customer Service Support Intern, Canada O495

09 Sep
China Telecom Americas Corporation

09 Sep

China Telecom Americas Corporation


China Telecom Americas Mobile team is actively searching for a Customer Service Support Intern. This job requires desire to provide exceptional customer service experience to CT Excel customers. Intern will be responsible for supporting the implementation and compliance of policies and procedures designed to promote high overall customer satisfaction and experience.

General Description:

The Customer Service Support Intern will assist to support CTA?s outsourced customer support hotline/helpdesk located in China. We are searching for someone who is both passionate about customer service, understands customers, and knows what it takes to create successful experiences for each.

Major Tasks & Responsibilities:

Support domestic and international relationships

Assist the outsourced team of hotline/helpdesk customer service representatives; providing direction and escalation to the team lead

Assist wtih reporting and managing customer service requirements developed through communication with customers, surveys, and analyzing information and data collected

Achieve customer service expectations by improving customer service quality through means of monitoring service metrics and evaluated results, and implementing changes as necessary

Participate in team initiatives by utilizing customer service information to provide recommendations

Work with Account Managers to identify early warning signals, upcoming renewals, and respond to service inquiries

Proactive communication and notifications with customer stakeholders. Understand and articulate customer needs and requirements to follow-up with the respective Account Manager and product groups

Work close with outside vendor partners and other resources for resolution of network issues related to voice, data and activation disputes

Envision CTA as the leading provider of innovative communications solutions that help people and businesses thrive in a more connected world.

Continuously embracing CTA core values through innovative ideas, doing what is right, working collaboratively and being aware of your actions.

Bachelor’s Degree, preferred concentration in Engineering, Telecom, Information Systems, or Data Analysis.

Ability to work onsite in Herndon, VA required (Once Covid-19 restrictions are lifted)

Interest in consumer goods industry and capable to work in a fast-paced environment.

Student organization working experience or previous internship experience preferred.

Knowledge in telecom and technology space - multi-functional experience, customer service, sales, operations, marketing, planning and strategy.

Ability to listen actively by summarizing, asking clarifying questions, and interpreting.

Excellent interpersonal and communication skills with verbal, written, face-to-face and over the phone interactions with partners and all levels of staff and management in both English and Mandarin required

Proficient in Microsoft applications including Word, Excel, Powerpoint and Outlook

Ability to efficiently handle multiple tasks simultaneously, while prioritizing efficiently

Ability to be a self-starter, well organized, have extreme attention to detail

Be able to work independently as well as working well within a team

Flexibility to work seamlessly with global sales team in different time zones.

Ability to establish positive relationships with CTA teams and peers during every interaction and maintain rapport with people of diverse backgrounds and professional levels.

Ability to builds/maintains network of colleagues to share information and obtain potential prospects for CTA.

The original job offer can be found in Kit Job:

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