Purpose of the Position:
- To create a readily available pool of temps to step in an assist when required,
- To actively engage in outbound calls to new, existing and disconnected customer with the intention to proactively retain subscribers and minimize churn.
Responsibilities:
- Contact 90 successful customers, attempt 220 clients per day
- Maintain 85% QA score
- Answer inquiries by clarifying and providing desired information
- Provide excellent customer service
- Apply innovative solutions to various type of concerns / complaints
- Maintain a professional attitude in challenging situation
- Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries
- Fulfil customer requests by clarifying information, completing transactions and forwarding requests, as may be required
- Troubleshoot and resolve customers’ problems with our product by determining the cause of the problem, then follow through with resolution
- Achieve and maintain proficiency with our escalation matrixes
- Maintain up-to-date database by reconfirming and updating customer details at every interaction (DBC)
Job Requirements:
Qualifications Essential
- A minimum of 25 points in grade 12,
- Customer experience will be an added advantage
- Professional communication skills, written and verbal
- Computer literate, numerical aptitude, and willingness to learn new skills
- Passionate about customers and service delivery
Behavioural Competencies:
- Problem Solving
- Result Orientation
- Resilience
Please submit your curriculum vitae and certified copies of qualifications with a cover letter clearly indicating the position you are applying for to e-mail:
Email:Â cv@aps.com.na
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