+233 302 924 326, +233 559 753605 GD-161-3472, Accra, Ghana

Customer Experience Executive – ADSL

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