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Officer - Regional Technical NC, Customer Services

Closing: Jan 30, 2023

Closing today

Published: Jan 23, 2023 (7 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Requirements

Education:

  • First Degree in any relevant discipline
  • Fluent in English.

Experience:

  • 3 - 7 years’ experience including:
    • Minimum of 2 years’ experience in customer facing environment
    • Experience in a call center environment
    • Experience working in a medium-sized organization


Responsibilities

Requirements

Education:

  • First Degree in any relevant discipline
  • Fluent in English.

Experience:

  • 3 - 7 years’ experience including:
    • Minimum of 2 years’ experience in customer facing environment
    • Experience in a call center environment
    • Experience working in a medium-sized organization


  • Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation and business development.
  • Handle requests for software installation and configuration.
  • Manage all regional escalations by effectively interacting with all relevant support teams.
  • Carry out the incident escalation process in accordance with established policies and procedures.
  • Manage complaints effectively within the region and minimize incidents of customers referring complaints to external bodies.
  • Assist with implementing procedures with a focus on a faster turnaround time for complaints from initial customer contact to resolution.
  • Provide information regarding account or product inquiries to current and potential customers
  • Gather and schedule customer phones for warranty repairs.
  • Investigate and resolve all technical complaints about network coverage, billing, data, and value-added services.
  • Improve customer satisfaction by responding quickly, communicating consistently, resolving each case satisfactorily, and escalating cases to support teams as needed.
  • Identify and report on customer impacting trends.


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