Lorache Group – Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:
Job Title: Enterprise Support – Executive
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: HOD Customer Service
- Ensure High levels of Customer Centric attitude and calls answered within defined threshold of 20 seconds
- Emphasis on First Level Trouble shooting & redressal of complaints / service affecting issues over phone.
- Maintain two way communication medium to ensure redressal provided is shared with customer over phone & email
- Assist customers in setting up and/or troubleshooting problems with their service as necessary.
- Liaise with the sales and technical operations officials as needed to meet customer’s needs.
- Ensure all concerns are addressed within SLA committed with the customer
- Maintain records of SLA breaches and process recommendation for Service Extension or Prorated Compensation where resolution is delayed at company’s end
- Ensure relevant communications, records and data are updated and recorded
- Maintain commercial records on payments, invoices, discounts or compensation extended on individual customer’s accounts
- Identify and escalate situations requiring urgent attention to appropriate department
- Prepare daily activity reports and share with TL / Supervisor and HOD
- Post graduate qualification
- 1 to 3 years
- Customer Focus,
- Computer Knowledge,
- Commercial & Sales Acumen,
- Good written communication,
- Should posses Analytical & Comprehension skills,
- Internet and Tech savvy,
- Excel Knowledge,
- M2000 or similar NMS applications is a MUST
- Relevant Industry Experience Preferred.
Application Closing Date
11th January, 2018.
Method of Application
Interested and qualified candidates should send their Applications and CV’s to: email@example.com using the position and location applied for as subject of the mail.