The Contact Centre Officer-Inbound team is the
'frontline' for ensuring all users can achieve Upesi's mission. To do so,
delighting the users remains a core value for the team. Every decision we
make as a company is driven by asking how much something would help our
existing and future users. Excellent customer support is essential to making
sure we treat our users well, and that’s why we need support team members
with the skills to delight our users 100% of the time.
Qualifications and Skills
Requirements (must have all to apply)
. Bachelors Degree in a business related field.
· 1 year+ experience in a call/contact Centre.
· Ability to commit to a full-time schedule.
· Ability to work the assigned shifts, as we are open
24 hours per day/7 days per week.
· Flexibility - Ability to work weekends, evenings,
and statutory holidays if required.
· Fluency in English or Swahili.
Good Fit
· Truly enjoy helping to solve problems for our
awesome customers.
· Exhibit excellent written & verbal
communication skills.
· Approach others’ problems with compassion and a
desire to keep problem-solving an issue until you understand what is going
on.
· Are motivated to help Upesi grow through providing
stellar service to our customers.
Required Skills and Knowledge
● Listening and questioning skills is
essential.
● Should be capable to handle any type of
query with a positive approach.
● Utilize effectual approach to manage
special telephone tasks such as receiving messages, call transfers, holds,
call backs, unintentional dis-connections and interruptions.
● Deal tactfully with angry callers, job
stress and upset customers.
● CX - Use skills and etiquette to
satisfy the customer and build a positive rapport with various clients over
the phone.
● Ability to enhance skills of providing
an impressive telephonic presentation.
● Show flexibility and ability to work in
various shifts as per the requirement on the floor.
● Use the appropriate way to deal with
different behaviour and types of customers on telephone.
● Handle the calls in a professional
manner by understanding the impact of the attitude.
● Meet customer's commitments.
● In order to improve the sales and
revenue, they should be able to tactfully introduce complementary or
alternative products and thus fulfil the requirement of the customer – Up
Sell & Cross Sell.
● Ability to detect any fraudulent
transactions or activities.
● Strong communication, organizational
and interpersonal skills, as they have to perform various tasks using all
these proficiencies.
· Work regular full-time shifts on the
support inbox, handling incoming calls, outgoing calls, texts & emails with
the utmost degree of professionalism and courtesy with an aim to resolve issues
of the customers within one call.
· Identify patterns in user feedback and
translate those into suggestions for improving the user experience.
· Quickly identify major issues affecting a
number of users and be an advocate for having them addressed swiftly.
· Participate in regular training &
team meetings.
· Deal with business transactions
associated with new customer account activation.
· Provide alternative solutions with an aim
to retain the customer's business.
· Communicate and confer with customers by
using various web-based tools.
· Work in single or multiple skill sets or
queues over different channels of customer contact - Level 1.
· Use mechanized systems to handle customer
request and organize as well as complete service orders - CRM, ACD.
· Capture Accurately Call Reasons Codes in
the CRM/ACD for Customers Calling.
· Raise Tickets accurately to Level 2 for
all escalations.
· Participate in Customer Feedback sessions
with the Quality Assurance Team.
· Keep track of the improvement in the
customer retention through programs and provided services.
· Make recommendations on upgrades,
features, rate plans and accessories as per the requirement of the clients.
· Stay updated with the knowledge of each service,
product and promotion.
