Call Center Representative (Fluent in Dari, Pashto, and English) – Night Shift Only

About Ankabut Internet Service Provider

Ankabut ISP is a well-established internet service provider that has been operating in Afghanistan since 2014. Over the years, we have grown steadily and developed an extensive network infrastructure that covers 34 provinces of Afghanistan. With a dedicated team of over 100 professionals, we have successfully obtained licenses for FTTH, fiber metropolitan networks, wireless, and microwave services from ATRA (Afghanistan Telecom Regulatory Authority).

Job Summary

The Call Center Representative at Ankabut ISP plays a crucial role in providing exceptional customer support and technical assistance to our diverse customer base. The representative will be responsible for handling inquiries, resolving issues, and ensuring customer satisfaction through proficient communication in Dari, Pashto, and English. The position requires working in shifts, including nights and days, to provide 24/7 support.

Duties & Responsibilities

Customer Support:

• Respond to customer inquiries and provide accurate information about the company’s products, services, and procedures.
• Resolve customer concerns and issues effectively, ensuring a positive customer experience.
• Assist customers in troubleshooting technical problems related to internet connectivity, devices, and services.

Multilingual Communication:

• Communicate fluently in Dari, Pashto, and English to assist a diverse customer base.
• Provide clear and concise information through phone, email, chat, or other communication channels.

Shift Work:

• Work on rotating shifts, including nights and days, to ensure 24/7 customer support coverage.
• Adapt to changing schedules and maintain a high level of energy and professionalism during all shifts.

Reporting and Documentation:

• Record customer interactions, issues, and resolutions accurately in the call center system.
• Generate reports and provide feedback to the Helpdesk Manager regarding recurring issues or trends.
• The Call Center Representative will report to the Helpdesk Manager.

Collaboration:

• Collaborate with the technical support team and escalate complex technical issues as needed.
• Ensure smooth communication between different teams to facilitate effective problem-solving.

Professionalism:

• Demonstrate excellent telephone etiquette, active listening skills, and empathy when interacting with customers.
• Handle challenging situations with patience and professionalism.

Job Requirements

• High school diploma or equivalent education.
• Minimum of 1 year of experience in a call center environment, preferably in the telecommunications or IT industry.
• Fluent verbal and written communication skills in Dari, Pashto, and English.
• Basic knowledge of IT and ISP concepts is preferred.
• Exceptional customer service orientation and interpersonal skills.

Submission Guideline

Thank you for your interest in the Call Center Representative position at Ankabut ISP. To apply for this role, please follow the guidelines below. We look forward to receiving your application via email at hr@ankabut.af.

Step 1: Prepare Your Application

1. Update your resume/CV to include your most recent work experience, education, skills, and contact information.
2. If available, gather any certificates, references, or documents that showcase your call center experience or knowledge in IT and ISP.

Step 2: Compose Your Email

1. Open your preferred email client or webmail service.
2. In the “To” field, enter: hr@ankabut.af

• Enter the following details in the subject line:Subject: [Vacancy Number] – Call Center Representative Application – Your Full Name

Step 3: Attach Your Documents

1. Attach your updated resume/CV to the email.
2. If applicable, attach any additional documents that demonstrate your qualifications and experience.

Step 4: Write Your Email

1. In the body of the email, introduce yourself briefly and express your interest in the Call Center Representative position.
2. Mention the vacancy number and job title in your email content as well.

Step 5: Verify Your Details

1. Double-check that you have correctly mentioned the vacancy number and job title in both the email subject line and the email content.

Step 6: Review and Send

1. Review the email content, attached documents, and subject line to ensure accuracy.
2. Once you’re satisfied with your application, click the “Send” button to submit your email.