Staffwise

JOB PURPOSE

 

To provide the first point of contact for customers – by this enabling them to raise

queries & complaints and to have the same resolved appropriately.

To ensure that customers have a reliable point of contact, through which their

issues can be heard & resolved to their satisfaction.

 

KEY RESPONSIBILITIES

 

· Handing inbound calls made by the customers requesting for information on different products and services.

· Cross selling products and services (selling the company’s products and services)

· Generate sales leads (for instance, after addressing a customer’s inquiryand services)

· Collect customer details for registration.

· Create service requests on applicable system to qualify customer issues, thus creating database of customer issues & communicates customer issues.

· Telesale products & services and assist customers with device (i.e. handset, livebox…)

· Troubleshoot, resolve and close customer inquiries & complaints.

· Create tickets or service requests to escalate unresolved customer complaints.

· Provide customer feedback by way of created service requests and communicate critical customer/network/service issues to the business (authenticate/update/activate services as per requests made by customers).

 

KNOWLEDGE

 

· Degree in Business Process Outsourcing/Contact Centre Management or Business or Technical related courses.

 

EXPERIENCE

 

· 1-year relevant experience

 

PERSONAL SKILLS/COMPETENCIES

 

· Good analytical & problem-solving skills.

· Listening & problem-solving skills

· Good written/verbal communication and interpersonal skills

· Good time management skills

· Highly customer focussed.

· Teamwork