Responsible for answering inbound calls and chats from AT&T customers, resolve their primary query (Billing, Account management, Orders) and add value by selling products/services for new/existing AT&T customers. Should be able to perform under pressure and cope up with the dynamics of the process. Should have an aptitude for sales Aim to retain customers through excellent service and attention to detail. Effectively handle complaints at the first point of contact, aiming to solve customer's query, and escalating to a Team Manager when required Demonstrates personality traits like High Ownership, Flexibility and Resilience, Persuasiveness and Tenacity. Remain updated with process and product updates, technology applications and utilities. Utilize various internal and client-based tools and applications for customer management and servicing Achieve and exceed KPIs Ability to work in a complex multitasking environment (navigating through multiple on-line systems) Preferably with knowledge on interpreting monthly bills, American TV and sports entertainment (channels, movies, TV series), latest wireless mobile phones and various internet usage/speed.