A Reputable Multinational Telecommunications Company

JOB PURPOSE:

To lead and develop the Team in delivering a World Class Customer experience. Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database, determining eligibility.

ROLE SPECIFIC REQUIREMENTS:

• Answers inquiries by clarifying desired information; researching, locating, and providing information
• Resolves problems by clarifying issues, Troubleshooting and diagnosing, implementing solutions, escalating unresolved problems.
• Fulfils requests by clarifying desired information; completing transactions; forward requests
• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities.
• Determines eligibility by comparing business information to requirements.
• Establishes policies by entering client information, confirming pricing.
• Accomplish organizational mission by completing related results as needed.
• Maintains communication equipment by reporting problems.
• Keeps equipment operational by following established procedures; reporting malfunctions.

PERSON SPECIFIC REQUIREMENTS

• Warm with strong customer focus
• Excellent communication skills
• Self-motivated and competitive
• Ability and interest to learn about technology
• Able to use computers
• Able to analyse information
• Demonstrates effective ways to build customer relationships (rapport, identifying customer needs, resolving customer queries)
• Commercial awareness – an appreciation and interest in the mobile telecommunications industry
• Working knowledge of all products and services
• Phone Skills
• Listening skills
• Data Entry Skills
• Attention to Detail
• Professionalism
• Able to Multi-task