|
Postes à pourvoir
10
Introduction
Primary objective of the job:
Analyzing and resolving customer queries in a timely and efficient manner (oral and written)
Work in teams to build cooperation and communication, and to ultimately achieve department objectives, ensuring world class customer care.
Evaluate and make recommendations that result in increased benefit for both customers and the organization.
Handle all queries, complaints and requests with minimum escalation. Answer all inbound and outbound calls in a professional, courteous and efficient manner.
Fonctions
1. Resolve customer queries
o handset, products and services, billing, general company information
o man corporate switchboard
2. Activations
o activate ALL types of products and services e.g. corporate account, individual account, staff account, v/m, data, roaming etc
3. Liaise with Dealers
o provide information on policy and procedure
o training and support
4. Monitor accounts and liaise with corporate sales
o monitor accounts and make recommendations on service
o suggest potential accounts
o action written correspondence
5. Provide technical support
o update intranet
o update internal directory
o liaise with NOC
o action technical phone issues
6. Adjustments on accounts
o recommendations
o promise to pay
o monetary adjustments/corrections
7. Escalate problems in accordance with the query resolution procedure dictated by the Customer Care Centre.
Qualifications Requises
• BACC 1 & 2
• Very good oral & written communication in French
• Computer Literate
• At least 2 years’ experience.
• English Language
Functional Skills:
• Oral and written communication skills
• Analytical skills
• Interpersonal skills
• Time management skills
• Listening skills
• Ability to work well under pressure.
|
