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  • Posted: Mar 14, 2023
    Deadline: Mar 17, 2023
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  • Konga Online shopping in Nigeria for phones, clothes, home & kitchen, computers and more at best prices on Konga.com. Enjoy fast delivery service. Buy now!
    Read more about this company

     

    Billing Support Officer

    Purpose of the Job

    • The Billing Support Officer deals with customers complaints via telephone and emails.
    • They are required to handle a variety of functions, including end to end resolution of Billing issues.
    • Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.

    Key Activities

    • Ensure Customer satisfaction at every contact via Phone on all Billing issues/Enquiries
    • Ensure Customer satisfaction
    • Excellent Listening, questioning and communication skills
    • Adhere to the telephone etiquette Billing Support Supervisor Billing Support Officer
    • Informs customers by explaining procedures; answering questions; providing information and feedback
    • Ensure prompt response to in-bound calls
    • Must be clear, direct and not vague in their communication with customers
    • Manage large amounts of inbound and/or outbound calls in a timely manner
    • Meet personal/team qualitative and quantitative call targets.
    • Customer Engagement
    • Follow communication scripts when handling different Billing topics
    • Identify customer’ needs, clarify information and provide solutions and/or alternatives
    • OTRS Tickets
    • Ensure prompt and accurate response to tickets
    • Customer Retention Rate
    • Provide excellent customer service in such a way that we can retain the customers
    • Must be the voice of the Customer
    • Maintain a high completed Call rate
    • Ensure that the Call abandonment rate is very less than 10%
    • Maintain a call completion rate of 90%
    • Ensure that in-bound calls are picked before the third ring
    • Escalations
    • Must promptly escalate issues that they cannot handle to their supervisor
    • Must avoid keeping the customer waiting on a call
    • Identify and escalate priority issues observed.

    Educational Qualifications & Experience

    • Candidates should possess an HND / B.Sc in any discipline
    • Minimum of 6 months experience in a contact center

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified candidates should send their Resume to: careers@konga.com and copy emmanuel.chukwudi@konga.com using the Job Title as the subject of the mail.

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