Hybrid Partner – Customer Support, Digital Channels, Fixed Broadband

Posted 6 days ago

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About the role

  • 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

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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