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  • Posted: Feb 24, 2017
    Deadline: Not specified
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    HRLeverage Africa is an HR, Outsourcing and Recruitment Service Provider. As a company, we deliver excellent spectrum of HR Business Solutions through a custom-built approach for organizations. We are a premium professional service firm domiciled in Africa and with our partnership with global organizations, we are able to leverage on technology to provide strategic Business solution.
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    Customer Service Representative

    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

    Method of Application

    All applications should be sent to resume@HRLeverageAfrica.com  CC: TheHRLeverageAfrica@gmail.com

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