Customer Service Representative

Purpose of the Position:

To manage subscribers (inbound), addressing their issues proactively and minimizing churn.

Quality Assurance

• Maintain at least 90% QA scores at all times
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Ensure first call resolution at every customer contact – reducing return call

Customer Education

• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
• Ensure customer education on alternative contact options
• Explain the payment options and process mechanism
• Make recommendations on upgrades, features, rate plans and accessories as per the requirement of the customer
• Offers discounts or special deals as needed and within pre-established limits

Job Requirements

 The incumbent is required to have the following technical competencies:

• Product/service knowledge
• Accounts understanding
• Market/customer knowledge
• Technical knowledge
• Governance and Compliance

Behavioral Competencies

• Service orientation
• Empathy
• Observation
• Perseverance
• Initiative

How to Apply

Interested candidates are invited to send their CV through this LINK.

Only shortlisted candidates will be contacted.