**SME COMPANY NEEDS BACHELOR'S DEGREE HOLDERS OR TITLED PROFESSIONALS IN ADMINISTRATION, ECONOMICS AND COMMUNICATION SCIENCES SPECIALIZED IN TELEPHONE SERVICE** **1. General Job Information** · **Job Title:** Specialized Telephone Service Advisor for Customer Support. **2. Service Description:** The service involves attending citizens through the telephone channel, provided during schedules to be determined, from Monday to Saturday between 8:00 a.m. and 8:00 p.m., including national and public holidays. The telephone support refers to handling calls from users contacting 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 arriving via phone (1844), email, and online contact forms are handled. **4. Job Requirements** * **Education and Training:** Graduated 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 service for public services and/or consumer protection topics and/or regulation of public services and/or customer service and/or complaint handling and/or telephone support and/or contact center and/or call center (professional internships will be accepted as experience) **6. Skills and Competencies:** The Institutional Contact Center staff for OSIPTEL's service (FonoAyuda) must possess specific skills and competencies to adequately meet the needs 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**: Must understand public telecommunications services, as well as user rights and obligations under 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 users. 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 offer effective solutions or redirect inquiries to 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 skills**: 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's important 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 queries or escalate problems. 10\. **Professional ethics**: Maintain confidentiality of user information and act with integrity in all interactions. Type of position: Full time Salary: S/.3,000.00 per month Work location: On-site position