|Location||Addis Ababa, Ethiopia|
|Date Posted||August 3, 2021|
|Category|| Business Administration |
|Job Type|| Full-time |
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
§ 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.
§ 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
Minimum of 1 year in a commerce, business administration or Marketing
§ Product/service knowledge
§ Accounts understanding
§ Market/customer knowledge
§ Technical knowledge
§ Governance and Compliance
§ Service orientation
Interested candidates are invited to send their CV and/or cover letters to by specifying to which location he/she applied through Ethiojobs website.
Only shortlisted candidates will be contacted.