Ensure Operational Excellence whilst overseeing the daily operations, monitor key performance indicators (KPIs), and ensure adherence to policies and procedures to optimize team productivity and efficiency.
Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
Manage all digital Channels (Whatsapp, Social Media and Email) customer interactions to drive retention, loyalty, and revenue growth.
Serve as a point of escalation for complex issues, providing guidance and support to agents to ensure exceptional customer service and satisfaction.
Analyze performance data, identify areas for improvement, and implement strategies to meet and surpass departmental and organizational goals.
Effective use of customer management systems and practices.
Requirements
First Degree or equivalent in Social Science, Business Management Accountancy, or related discipline
Fluent in English
3 – 7 years’ experience in an area of specialisation; with experience working with others
Experience working in a multinational organization.
Experience in a customer service role in the telecommunications industry.
Practical experience in the use of CRM software, helpdesk software, salesforce software, customer management tools.
Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.
Professional certification on Customer Service/Relations will be an added advantage.
Benefits
Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development opportunities
Job title
Partner – Customer Support, Digital Channels, Fixed Broadband
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