**SME COMPANY NEEDS HIGH SCHOOL GRADUATES OR DEGREE HOLDERS IN ADMINISTRATION, ECONOMICS, AND COMMUNICATION SCIENCES SPECIALIZED IN PHONE SERVICE** **1\. General Job Information** · **Job Title:** Specialized Telephone Service Advisor for Customer Service. **2\. Service Description:** The service includes citizen support via phone channel, provided during schedules to be defined, from Monday to Saturday, 8:00 a.m. to 8:00 p.m., including national and public holidays. Phone call support refers to users contacting OSIPTEL via number 1844\. **3\. Job Description**: The Institutional Contact Center Staff at OSIPTEL (FonoAyuda) provides 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 by phone (1844\), email, and web contact forms are handled. **4\. Job Requirements** * **Education and Training:** Degree holder or Bachelor's 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 issues and/or regulation of public services and/or customer service and/or complaint handling and/or telephone service and/or contact center and/or call center (professional internship experience will be accepted) **6\. Skills and Competencies:** The Institutional Contact Center staff for OSIPTEL 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 an understandable way to users. 3\. **Written communication skills**: To handle inquiries via email and web forms, they must be skilled at writing 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 ability**: Skill in quickly identifying problems and offering effective solutions or redirecting 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 literacy**: To efficiently use call management systems, databases, and other technological tools used in the contact center. 8\. **Continuous learning capability**: Given that sector regulations and standards may change, it is important they are willing to stay updated and constantly learn. 9\. **Teamwork**: May need to collaborate with other contact center agents or internal departments to resolve complex queries 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 employment