Customer Service Associate – Account Management & Escalations – El Salvador

Looking for customer service jobs in El Salvador or opportunities in telecom account management and customer retention? Fusion CX is hiring Customer Service Associates to manage U.S. telecommunications customer accounts, handle complex escalations, and support customers with renewals, cancellations, new connections, and service migrations. This role is suited to professionals with strong customer service and sales experience who can communicate confidently across voice and digital channels.

Job Descriptions:

About the Role

As a Customer Service Associate, you will manage customer accounts for wireline and ADI services, handling a range of account-related requests and escalations. You will support customers through phone, SMS, email, and chat, including complex complaints that require careful listening, effective negotiation, and timely resolution.

The role involves managing Office of the President escalations, supporting customer retention, and handling account activities such as renewals, cancellations, new connections, and migrations. You will need strong knowledge of the U.S. telecommunications industry, a professional approach to customer interactions, and the ability to manage multiple systems and communication channels.

Key Responsibilities

• Manage a high volume of inbound customer transactions through phone, SMS, email, and chat.
• Handle Office of the President escalations for wireline and ADI customer accounts.
• Support account activities, including renewals, cancellations, new connections, and migrations.
• Identify customer needs, address concerns, and resolve complaints promptly and professionally.
• Document every customer interaction and transaction accurately in a web-based CRM, following established procedures.
• Make outbound calls to customers when required to support account management and issue resolution.
• Escalate unresolved or complex concerns to the supervisor when necessary.
• Monitor and track individual performance KPIs through the Employee Portal.

Job Requirements:

• B2 – Advanced English proficiency, with strong spoken and written communication skills.
• 1–2 years of call center experience in customer service.
• Must be at least 18 years of age and possess a valid DUI.
• Completed high school education.
• Proficiency in computer applications and the ability to multitask across multiple systems.
• Strong customer service and sales background.
• Wireline telecommunications experience, with knowledge of POTS, PABX, and Centrex.
• Understanding of the U.S. telecommunications industry.
• Availability to work shifts according to operational requirements, including weekends and holidays.
• 100% attendance during initial training.

Key Competencies

• Strong listening skills and the ability to understand customer concerns quickly.
• Composure and professionalism when managing escalations, complaints, and dissatisfied customers.
• Negotiation, customer retention, and conflict-resolution skills.
• Ability to multitask across communication channels and systems.
• Teamwork, adaptability, and the ability to perform in a dynamic work environment.

Preferred Qualifications

• Experience working with CRM tools.
• Previous experience supporting U.S. telecommunications accounts.
• Experience handling customer escalations, retention conversations, or cancellations.

Why Join Fusion CX?

Join a global CX company where you can contribute your customer service and telecommunications knowledge while supporting customers through complex account-related concerns.

What You Will Gain

• Exposure to U.S. wireline telecommunications account management.
• Experience handling complex customer escalations and retention conversations.
• Opportunities to strengthen your negotiation, communication, and problem-solving skills.

Apply Today

Explore telecom customer service jobs in El Salvador with Fusion CX. If you have experience in customer service, sales, wireline telecommunications, and customer escalations, apply for the Customer Service Associate – Account Management & Escalations position and bring your skills to a customer-focused team.