Purpose of the Position:

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

Key Performance Objectives

Provide Delightful Customer Service

§  Respond to walk in customers inquiries; answers inquiries by clarifying and providing desired information

§  Provide excellent customer service

§  Adapt to changing needs of customer

§  Apply innovative solutions to various type of concerns / complaints

Maintain a professional attitude in challenging situations
Manage Customer Accounts

§  Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries

§  Fulfil customer requests by clarifying information, completing transactions and forwarding requests, as may be required

§  Address complaints with the goal of increasing satisfaction and securing renewals or saves

§  Troubleshoot and resolve customers’ problems with our product by determining the cause of the problem, then follow through with resolution

§  Achieve and maintain proficiency with our escalation matrixes

§ Maintain up-to-date database by reconfirming and updating customer details at every interaction

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.

Qualifications Essential:

§  BA in Marketing or related filed

§  Professional communication skills, written and verbal

§  Computer literate, numerical aptitude, and willingness to learn new skills

§  Passionate about customers and service delivery

§  Previous customer service experience required

Customer service experience is highly desirable

Experience
Minimum of 1 year in a commerce, business administration or Marketing

 Technical Competencies  

§  Product/service knowledge

§  Accounts understanding

§  Market/customer knowledge

§  Technical knowledge

§  Governance and Compliance

Behavioral Competencies

§  Service orientation

§  Empathy

§  Observation

§  Perseverance

§  Initiative