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Fulfillment Specialist

The Fulfillment Specialist is responsible for efficiently processing and fulfilling orders and service requests on wireless provider portals. This role requires excellent communication skills, a positive attitude, and the ability to work in a fast-paced environment while maintaining a high level of accuracy and professionalism.

Responsibilities

  • Process and fulfill customer orders and service requests on wireless provider portals in a timely manner.
  • Handle inbound and outbound phone calls, emails, and possibly chat support related to order fulfillment and customer inquiries.
  • Escalate technical issues to engineering teams as needed and ensure prompt resolution.
  • Provide consultative support to end-users and wireless providers, addressing their questions and concerns with professionalism and expertise.
  • Take personal ownership of calls from start to resolution, ensuring a positive customer experience throughout the interaction.
  • Meet and exceed departmental key performance indicators (KPIs) related to order processing and customer satisfaction.
  • Complete side work and training programs to enhance skills and knowledge in telecommunications and technology.
  • Ensure customer satisfaction by providing professional and courteous customer support at all times.

Qualifications

  • Ability to demonstrate high level of attention to detail to ensure quality and accuracy in their work.
  • Confidence in handling various customer inquiries and concerns with the ability to effectively communicate over the phone with customers and colleagues, while maintaining a positive and friendly demeanor.
  • Clear and coherent in both written and verbal communication skills to convey information effectively to customers and team members.
  • Strong problem-solving abilities, to seek solutions with customer’s issues in a timely manner.
  • Strong organizational skills to efficiently process orders, respond to customer inquiries promptly, and complete assigned responsibilities within designated timeframes.
  • Basic proficiency in computer skills and typing is required for navigating software systems,
  • A genuine interest in technology, particularly in the field of mobility (cell phones, tablets, etc.) for understanding product features, troubleshooting technical issues, and providing informed support to customers.

Screening Criteria

  • Highschool diploma or equivalent combination of education and related work experience.
  • At least one (1) year of customer service experience (calls/email/chat support).
  • Must have a stable employment history.
Job Category: Accounting and Finance
Job Location: WFH Permanent

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