Closing: Jan 30, 2023
This position has expiredPublished: Jan 23, 2023 (14 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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Requirements
Education:
- First Degree or equivalent in Social or Management Science discipline
- Fluent in English
Experience:
- 3 - 7 years’ experience in an area of specialization; with experience working with others
- Experience working in a medium-sized organization
- Experience in a customer service environment in the telecommunications industry.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
- Membership of Professional Customer Service/Relations associations will be an added advantage.
Responsibilities
Requirements
Education:
- First Degree or equivalent in Social or Management Science discipline
- Fluent in English
Experience:
- 3 - 7 years’ experience in an area of specialization; with experience working with others
- Experience working in a medium-sized organization
- Experience in a customer service environment in the telecommunications industry.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
- Membership of Professional Customer Service/Relations associations will be an added advantage.
- 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 and prompt invoice delivery
- Ensure resolution of ALL service provisioning and sales support PPPs items
- Ensure less than 5% customer churn on managed accounts
- Constant analysis of Managed customer database for Revenue and Debt management
- Ensure 98% collection of ALL invoices as at when due
- Analysis of customer requests for prompt resolution
- Ensure end-to-end account management for Enterprise customers
- Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
- Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation
- Liaise with support teams (within and outside Enterprise Business) in order to resolve any customer identified issue
- Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
- Achieve at least 80% score in ES Customer Satisfaction internal surveys
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