Job Responsibilities:
Perform all functions of a corporate support agent.
Follow-up on all unresolved complaint, with view to resolving such.
Manage the affairs of the corporate support center (agents and complaint).
Attend and participate in company Quality Assurance and Compliance in-service/training programs on an ongoing basis.
Incident management: receives, log and take ownership of all faults.
Responds to and provides timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
Ensures initial call assessment, resolution (if possible) or escalation to the appropriate technical group.
Manage Service request lifecycle: receive, log and take ownership of all general Service Requests and progress to resolution.
Liaison with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date.
Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.
Execute customers’ transactions in line with customer care methods and procedures to ensure that customers receive the best service possible while processing requests and concerns.
Real-time Network status monitoring and escalation based on SLAs, Coordinates with other teams as may be necessary to resolve customer issues within the contracted SLAs.
Manage various software systems, track customer requests and concerns and issue resolution.
Maintain accurate updates to the knowledge management database.
Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
Work with other groups to provide a well managed service keeping abreast all related fault and new business arrangements enabling excellent customized support.
Perform Clients Relationship Management and secure customer satisfaction in every interaction in a professional manner.
Work as part of the Business Front Office, supporting an environment of excellent customer service, by responding to faults and provisioning enquiries.
Proactive monitoring of all client owned & installed network elements in corporate customers’ premises.
Identify, document and alert supervisor of trends in customer calls.
Contribute to a continuous maintenance and optimization of processes and procedures.
Job Specifications
Academic and Professional: A University degree in the Applied Sciences.
- years experience in telecommunication service provisioning with emphasis on customer liaison.
Experience: Customer Relations, Technical, Human Relations (Any other Human Related) in Telecoms company/ISP Company.
Competences
Customer Relationship Management techniques.
Service Level Management.
Good Business Communication Skills.
Good knowledge of I.T & Telecomms Industry.
Proficient use of computer and related applications
Excellent telephony skills with the ability to listen, question and explain.
Troubleshooting skills.
Basic Telecommunication concepts, principles and systems.
Best Practices in Customer Care/Customer Relationship Management.
Good understanding of the company’s network.
Good understanding of knowledge of software used by Customer Care
