Customer Services Specialist

Role In Summary:

Provide first level off-site Customer service to Clients: Enquiry, Mail and Call Management etc. To consistently provide a high level of excellent Customer support service and ensuring Customers satisfaction.

Main Duties:

 Maintain a positive, empathetic, and professional attitude toward customers at all times.
 Manage a high volume of incoming calls from customers.
 Proactively generate sales leads during customer interactions.
 Respond promptly to customer inquiries via various communication channels such as email, SMS, and phone calls.
 Demonstrate a comprehensive knowledge of our services to answer customer questions accurately and efficiently.
 Process customer orders, forms, applications, and requests accurately.
 Maintain detailed records of customer interactions, transactions, comments, and complaints.
 Collaborate and coordinate with colleagues as necessary to resolve customer issues.
 Manage a team of IT trainees or junior customer support representatives in the Network Operations Center (NOC).
 Build sustainable relationships and establish trust with customer accounts through open and interactive communication.
 Provide accurate, valid, and complete information using the appropriate methods and tools such as Zalpro, and Zoho Desk.
 Liaise with the Technical Team, Engineering, and Account departments to address fault resolutions and customer account reconciliation.
 Handle customer complaints, providing appropriate solutions and alternatives within designated time limits, and following up to ensure resolution.
 Troubleshoot customer issues over the phone and resolve them promptly.
 Perform any other tasks assigned by management.

Personal Qualities & Qualifications:

Job Holder need to be:

 Problem-solving skills.
 A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.

 Service and process knowledge.
 Friendly attitude.
 Empathy.
 Strong time Management.
 Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.
 Degree holder in Mass Communication, English, Electrical Electronic Engineering, Telecommunications Engineering, Computer Engineering or Science from reputable higher institution.

Demand on the Job:
- Minimum of 4 years of experience in customer services within the telecommunication industry.
- Excellent communication skills and ability to maintain a positive and professional attitude.
- Strong problem-solving and decision-making abilities.
- Empathetic and patient mindset to handle customer complaints and provide effective solutions.
- Proficient in using customer service software, CRM systems, and relevant computer applications.
- Ability to work independently as well as collaboratively in a team environment.
- Attention to detail and accuracy in record-keeping and documentation.
- Flexibility to adapt to changing priorities and work in a fast-paced environment.
- A commitment to providing exceptional customer service.

Age Bracket:
- 27 – 35 years of age.