JOB DETAILS:
Main Job Functions:
• Attend to all escalated home broadband customer complaints and enquiries within the defined service parameters.
• Investigate 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 utilize appropriate CS systems, data bases, processes and procedures to support work as necessary.
• To produce management reports as required.
• To live the brand values in dealings with customers and colleagues.
• To undertake extra duties as deemed appropriate.
Education:
• A minimum of a bachelor’s degree
Experience:
• 1 to 2 years’ experience in a customer center/call center environment
• 1 year technical background and IT exposure within a cellular environment.
• Customer interface, in person and or via the phone/ email
• Multilingual in Ugandan languages; Click on this link to fill in the languages you speak https://forms.office.com/r/SKe8ESK7jq
Knowledge, Skills and Competencies
• Telephone Etiquette
• Customer Service Training
• Products, Policies and Procedure Training
• Contact Centre applications
• Service Excellence
• Flexibility and Agility in regard to working hours.
• Planning and organizational skills
• Communication skills
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Troubleshooting
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Friendly.
• Can-do.
• Integrity.
• Reliability
• Courteousness
• Helpfulness
Job application procedure
Interested and Qualified,Click here to Apply
More Information
- Address Kampala, Uganda, East Africa
