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Business Desk Support

Career Directions Ltd
Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

You have 16 days left to apply for this job.

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Job Summary

To provide second level support to customer queries received from all touch points and act as a link between the company departments and corporate in regards to escalations.

Qualifications and Experience
The incumbent is required to have the following qualifications and experience level:
  • Minimum first degree in social sciences and/or a business related field
  • 1 to 2 years’ experience in a Call-Centre or frontline service experience

Responsibilities

  • Using MAL’s internal CRM system, manage technical and Service Support escalations from all service touch points (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.)
  • Activate or deactivate customers’ satellite services upon request.
  • Prioritizing and handling escalations as received from different customer touch points
  • Carrying out daily system health checks and sharing a report on the same.
  • Carry out hardware, channel and system testing for new implementations and technologies. A report on findings to be generated and shared with all stake holders at the end of the test period.
  • Maintains financial accounts by processing customer adjustments and providing billing information.
  • Escalate to corporate all service related issues that require third level support (Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
  • Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
  • Escalate issues to relevant departments and follow up to resolution
  • Tracking of escalations to other departments and third level to ensure issue resolution within stipulated TATs
  • Enforcement of the escalations and call back process for better customer experience
  • Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 12 months
Required languages: English (Spoken: fluent | Written: fluent)
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