Customer Service Representative at HRLeverage Africa

Details

• The CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.
• Resolve customer complaints via phone, email, mail, or social media.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Assist with placement of orders, refunds, or exchanges.
• Implement organizational customer service strategies for effective sales delivery.
• Maintain existing accounts to ensure optimum continual patronage.
• Maintains customer records by following Customers upgrades, downgrades, Retrievals, Relocations, replacements and additional hardware and services.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• acts as a liaison and provides product/services information and resolve any emerging problems that clients might face with accuracy and efficiency.
• provides technical advice and solutions for customer’s requirements and problems
• Analyzing Information for customer
• Helps in directing customers on payments and helps chases up any that become overdue.  
• Resolves billing problems by identifying the problem; explaining procedures; forwarding required adjustments.
• Improves quality results by evaluating processes; recommending changes.
• Updates job knowledge by participating in educational opportunities.

QUALIFICATION  AND EXPERIENCE

• BS Degree/ HND in equivalent and applicable experience or successful track record with 5 to 7 years’ experience.
• Familiarity with MS Office and database
• Minimum of 3 to 6 years of experience in the same ISP environment
• Hands on experience with all telecommunications systems including peripheral equipment (Networks, Internet, optical fiber, Broadband Wireless)
• Adequate interpersonal and organizational skills
• Team player with customer service orientation
• BSc degree in Computer Science, Telecommunications or relevant field
• Manage CRM database of customer contacts and progress through pipeline development steps
• Must be experienced Telecom ISP or IT related infrastructure companies
• Experience of working to strict KPI and SLA (Internal and External)
• Understand contemporary, evolving technologies in the field of communications, internet and Telecom industry

SKILLS  AND ATTITUDINAL APPLICABLE 

• Creativity, Innovation & Problem Solving skills
• Great Customer Service skills,
• Fantastic Product Knowledge,
• Quality Focus,
• Problem Solving,
• Market Knowledge,
• Excellent documentation Skills,
• Great Listening and telemarketing  Skills,
• Ability to resolve prolonged Conflict,
• Multi-tasking skills