TANGAZO LA KAZI

Customer Care Agent

Global Careers Company


Phone: +255 689 280 766
Area: Dar Es Salaam
Application Deadline: Mar 22, 2013
Start Date: Mar 15, 2013



Position Description:

? Handle and resolve customer enquiries, complaints, problems in best possible and professional manner, provide product and/ or service information as necessary

? Provide quality service, minimise errors and continuously improve performance of inbound support/ complaint management/ resolution, call centre operations/ back office, attend to issues raised through web and social media enquiries

? Escalate (where necessary) and follow up on customer issues to ensure they are promptly addressed and that complaint resolution is within the agreed SLA?s. Prompt escalation of identified “general” issues affecting many customers incl. resolution follow up with all internal and external stakeholders

? Manage customer relations, attend to customer queries and take prompt corrective measures, routing calls to appropriate resource as necessary

? Build and maintain effective relationships with customers (internal and external)

? Register company customers onto the companies network as required



· Record customer and call information into Company database, e.g. JIRA

? Ensure compliance to agreed company Call Centre SLA?s, regulatory and other applicable legal requirements

? Participate in sales and other staff meetings as required from time to time

? Actively participate activities and events and contribute to overall team success

? Complete required daily, weekly and monthly call logs and reports and submit timeously to assigned manager as required. Make appropriate recommendations where necessary

? Provide any other ad hoc duties assigned from time to time by the Line Manager or any other person appointed by the Company for this purpose



Application Instructions:

? Certificate of Secondary Education

? Ability to work shifts across a six (6) day working week

? Bi-lingual, spoken and written (i.e. English and Kiswahili)

? Ideally previous call centre experience and/ or customer care/ service

? Previous experience with data and/ or Telco related products or services

? PC Literate (MS Office, i.e. Word, Excel and PowerPoint, social media + Other)

? Experience in the same or similar role in an ISP or telecom services provider advantageous

local market knowledge

? Demonstrable successful interpersonal and networking skills