Customer Service Representative

Purpose of the Position:

To manage subscribers (inbound), addressing their issues proactively and minimizing churn.

Quality Assurance

§   Maintain at least 90% QA scores at all times

§  Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

§  Ensure first call resolution at every customer contact – reducing return call

Customer Education

§  Sells additional services by recognizing opportunities to up-sell accounts; explaining new features

§  Ensure customer education on alternative contact options

§  Explain the payment options and process mechanism

§  Make recommendations on upgrades, features, rate plans and accessories as per the requirement of the customer

Offers discounts or special deals as needed and within pre-established limits

 The incumbent is required to have the following technical competencies:

§   Product/service knowledge

§  Accounts understanding

§  Market/customer knowledge

§  Technical knowledge

Governance and Compliance

Behavioral Competencies

§  Service orientation

§  Empathy

§  Observation

§  Perseverance

Initiative
 

Interested candidates are invited to send their CV through Ethiojobs website.

Only shortlisted candidates will be contacted.