Details
The CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.
Resolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Assist with placement of orders, refunds, or exchanges.
Implement organizational customer service strategies for effective sales delivery.
Maintain existing accounts to ensure optimum continual patronage.
Maintains customer records by following Customers upgrades, downgrades, Retrievals, Relocations, replacements and additional hardware and services.
Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
acts as a liaison and provides product/services information and resolve any emerging problems that clients might face with accuracy and efficiency.
provides technical advice and solutions for customer’s requirements and problems
Analyzing Information for customer
Helps in directing customers on payments and helps chases up any that become overdue.
Resolves billing problems by identifying the problem; explaining procedures; forwarding required adjustments.
Improves quality results by evaluating processes; recommending changes.
Updates job knowledge by participating in educational opportunities.
QUALIFICATION AND EXPERIENCE
BS Degree/ HND in equivalent and applicable experience or successful track record with 5 to 7 years’ experience.
Familiarity with MS Office and database
Minimum of 3 to 6 years of experience in the same ISP environment
Hands on experience with all telecommunications systems including peripheral equipment (Networks, Internet, optical fiber, Broadband Wireless)
Adequate interpersonal and organizational skills
Team player with customer service orientation
BSc degree in Computer Science, Telecommunications or relevant field
Manage CRM database of customer contacts and progress through pipeline development steps
Must be experienced Telecom ISP or IT related infrastructure companies
Experience of working to strict KPI and SLA (Internal and External)
Understand contemporary, evolving technologies in the field of communications, internet and Telecom industry
SKILLS AND ATTITUDINAL APPLICABLE
Creativity, Innovation & Problem Solving skills
Great Customer Service skills,
Fantastic Product Knowledge,
Quality Focus,
Problem Solving,
Market Knowledge,
Excellent documentation Skills,
Great Listening and telemarketing Skills,
Ability to resolve prolonged Conflict,
Multi-tasking skills
All applications should be sent to resume@HRLeverageAfrica.com CC: TheHRLeverageAfrica@gmail.com
Apply via :
resume@HRLeverageAfrica.com
