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Advisor – Call Center

Closing: Sep 27, 2022

This position has expired

Published: Sep 21, 2022 (8 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Education:

  • Bachelor’s degree

Experience:

  • 1 to 2 years’ experience in a customer center/call center environment
  • 2 years technical background and IT exposure within a cellular environment.
  • Customer interface, in person and or via the phone/ email


Responsibilities

Education:

  • Bachelor’s degree

Experience:

  • 1 to 2 years’ experience in a customer center/call center environment
  • 2 years technical background and IT exposure within a cellular environment.
  • Customer interface, in person and or via the phone/ email


  • Attending to all escalated customer complaints and enquiries within the defined service parameters.
  • Investigating all logged complaints and giving feedback to customers (via voice, SMS or Email) within the defined time frames.
  • To ensure onward escalation of customer issues as deemed appropriate.
  • To monitor escalated customer issues, ensuring follow up and timely closure of all completed cases on service desk.
  • To process customer rebates or credits as necessary.
  • Liaise with all departments regarding customer complaints, enquiries and faults, ensuring that feedback is given appropriately.
  • To update note pad and service desk solutions’ box on all worked on tickets.
  • To utilize appropriate CS systems, data bases, processes and procedures to support work as necessary.
  • Attend to all customer/dealer complaints as may be approved by security department.
  • Ensure that all approved top ups are done within defined parameters.
  • To produce management reports as required.
  • To attend to all customer issues escalated via e-mail within the defined time frames.
  • To live the brand values in dealings with customers and colleagues.
  • To undertake extra duties as deemed appropriate


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