Closing: Apr 5, 2024
This position has expiredPublished: Mar 26, 2024 (2 months ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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Requirements
Education:
Education:
- First Degree or equivalent in Social or Management Science (Accounting/Finance-related degrees preferred)
- Fluent in English
- Service management certification (added advantage)
Experience:
3 - 7 years of experience, which includes:
- Experience in B2B Tech/Telecoms Customer Care/Service, Customer Success;
- Experience working with a customer-facing team
- Experience in a customer service environment in the telecommunications industry.
- Experience working in a structured medium or large enterprise organization
- Experience in billing, credit, collections, and debt management roles
- Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Outlook, Google applications, and AI tools
- Membership in professional customer service and relationship associations will be an added advantage.
- Relationship Management or Stakeholder Management.
Responsibilities
Requirements
Education:
Education:
- First Degree or equivalent in Social or Management Science (Accounting/Finance-related degrees preferred)
- Fluent in English
- Service management certification (added advantage)
Experience:
3 - 7 years of experience, which includes:
- Experience in B2B Tech/Telecoms Customer Care/Service, Customer Success;
- Experience working with a customer-facing team
- Experience in a customer service environment in the telecommunications industry.
- Experience working in a structured medium or large enterprise organization
- Experience in billing, credit, collections, and debt management roles
- Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Outlook, Google applications, and AI tools
- Membership in professional customer service and relationship associations will be an added advantage.
- Relationship Management or Stakeholder Management.
Mission
- Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.
Description
- Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
- Drive credit allocation, collections, and debt management processes across all assigned clients’ accounts.
- Constant analysis of Managed customer database for revenue and debt management.
- Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
- Generate relevant reports as required by the business.
- Ensure quality assurance validation is carried out on accounts worked on in the course of each month.
- Ensure prompt service delivery by adhering to agreed SLAs.
- Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd-level incident management.
- Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
- Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
- Achieve at least an 80% score in EB Customer Satisfaction internal surveys.
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