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Seniority (Customer support, client care)
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Mawingu Networks
Telecommunications
Description
Qualifications:
Bachelor’sdegree in IT, business administration, Communications, or a related field.
Provenexperience in customer success, account management, or a similar role,preferably within the ISP industry.
Strongunderstanding of customer experience principles and best practices.
Excellentcommunication and interpersonal skills.
Abilityto manage multiple tasks and prioritize effectively.
Proficiencyin Customer Relationship Management
Responsibilities
1) Customer Call Handling:
a) Receive and respond to incoming customer calls promptly and professionally.
b) Ensure minimal abandoned call rates by maintaining efficient call handling practices.
c) Provide accurate information and solutions to customer inquiries.
2) Technical Support:
a) Troubleshoot network, technical, and system issues at the first level.
b) Escalate complex issues to the relevant department, as necessary.
c) Follow up on escalated issues to ensure timely resolution.
3) Sales and Conversions:
a) Manage sales installation calls with the objective of converting inquiries into installations.
b) Provide detailed information about products and services to potential customers.
c) Achieve individual and team sales targets.
4) ISP-Related Inquiries:
a) Address and resolve customer inquiries related to Internet Service Providers (ISP).
b) Stay updated on policies, procedures, and updates to provide accurate information.
c) Document customer interactions and solutions in the system accurately.
5) Call Influx Management:
a) Effectively manage high volumes of incoming calls during peak periods.
6) Repeat Call Reduction:a) Identify and address common issues that lead to repeat customer calls.
b) Provide comprehensive and clear solutions to minimize the need for customers to call back.
c) Follow up with customers to ensure their issues are fully resolved and prevent repeat calls.
7) Social Media Management:
a) Monitor and respond to customer inquiries and feedback on social media platforms.
b) Address customer concerns and issues raised on social media promptly and professionally.
c) Coordinate with relevant departments to resolve issues highlighted on social media.
d) Engage with customers on social media to enhance brand presence and customer satisfaction.
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