Customer Service Associate - Telecom Order Support

About the role

Fusion CX is hiring Customer Service Associates in Bangalore to support US customers with telecommunications orders, service requests, scheduling and order status inquiries. You will act as the main point of contact for order-related questions and coordinate with internal teams to resolve them quickly and accurately.

Key responsibilities

• Handle inbound and outbound calls and respond to email and chat requests about orders, scheduling, account details and order status.
• Triage incoming requests, gather information and identify the right resolution or support team.
• Investigate order delays, find the responsible teams and manage cases from first contact through resolution.
• Route cases beyond Tier 1 support to higher-level teams and share feedback and recurring issues with product, service delivery, technology and operations teams.
• Work within established policies and KPIs to resolve order constraints and meet quality standards.

Required profile

• Graduation; 0-2 years of call center or customer service experience (previous telecom experience preferred).
• Strong spoken and written English, able to communicate professionally with US customers by phone, email and chat.
• Active listening, good problem-solving and computer skills with Microsoft products.
• Willingness to work US shifts in an office setting in Bangalore.

Required skills

• Customer service and relationship management
• Order and service inquiry support, order status and scheduling coordination
• Multichannel customer support and team coordination

What we offer

• On-the-job training and a structured nesting period.
• Learning and career development opportunities.
• A comprehensive employee benefits package.