SMALL AND MEDIUM-SIZED COMPANY **NEEDS** BACHELOR'S DEGREE HOLDERS OR GRADUATES IN ADMINISTRATION, ECONOMICS, AND COMMUNICATION SCIENCES SPECIALIZED IN PHONE SUPPORT **1. General Job Information** · **Job Title:** Specialized Phone Support Advisor for Customer Service. **2. Service Description:** The service includes citizen support through the phone channel, which will be provided during schedules to be defined, Monday through Saturday from 8:00 a.m. to 8:00 p.m., including national and public holidays. Phone call support refers to assisting users who contact OSIPTEL via number 1844. **3. Job Description:** The Institutional Contact Center Staff at OSIPTEL (FonoAyuda) provides customer service and guidance to users of public telecommunications services regarding their rights and obligations, accessible by dialing 1844. Through this system, inquiries from users coming via phone (1844), email, and web contact forms are handled. **4. Job Requirements** * **Education and Training:** Graduate and/or Bachelor's degree in political science and/or economics and/or administration and/or communication sciences. · **Experience:** Minimum of 02 years of experience as an agent, telephone advisor, telemarketer, analyst, quality monitor, and/or quality assistant in user support for public services and/or consumer protection topics and/or regulation of public services and/or customer service and/or handling complaints and/or telephone support and/or contact center and/or call center (professional internship experience will be accepted) **6. Skills and Competencies:** The Institutional Contact Center staff for the OSIPTEL service (FonoAyuda) must possess a set of specific skills and competencies to adequately meet the demands of providing service and guidance to users of public telecommunications services. Below are some key skills and competencies they should have: 1\. **Knowledge of the telecommunications sector**: They must understand public telecommunications services, as well as user rights and obligations according to current regulations. 2\. **Excellent verbal communication skills**: Ability to communicate clearly, concisely, and effectively over the phone, capable of explaining technical terms in a way that is understandable to the user. 3\. **Written communication skills**: To handle inquiries via email and web forms, they must have the ability to write clear, complete, and friendly responses. 4\. **Empathy and customer focus**: Ability to actively listen to users, understand their needs and concerns, and respond empathetically and respectfully. 5\. **Problem-solving skills**: Ability to quickly identify issues and provide effective solutions or redirect inquiries to the appropriate departments for resolution. 6\. **Ability to work under pressure**: Since they may receive calls and inquiries from users in various situations, they must remain calm and effectively manage stressful situations. 7\. **Computer literacy**: To efficiently use call management systems, databases, and other technological tools used in the contact center. 8\. **Continuous learning ability**: Given that industry regulations and standards may change, it is important that they are willing to stay updated and constantly learn. 9\. **Teamwork**: They may need to collaborate with other contact center agents or internal departments to resolve complex inquiries or escalate issues. 10\. **Professional ethics**: Maintain user information confidentiality and act with integrity in all interactions. Type of position: Full-time Salary: S/.3,000.00 per month Work location: On-site position