Key accountabilities and decision ownership:

• Provide prompt and efficient technical support and service to customers; goes out of the way to ensure that individual customer needs are met.
• Own and manage the customer relationship: resolving technical queries efficiently and effectively. Handle customer care tasks as per defined productivity and Quality targets. Ensure service level agreements are met and maintained.
• Deliver awesome customer experience through meeting targets of TNPS (Touchpoint net promoter score) and receiving Compliments and appreciation from customers and colleagues.
• Own the interaction and ensure the customer has all the information and solution required and use the job tools (telephone and computer) effectively.
• Handle all assigned tasks. Be responsible, adhere to work, break, and other schedules you are rostered in and be a team player.
• Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.
• Makes systematic and rational judgments based on information and relevant assumptions. Perform any additional project, task or activities assigned/delegated by the Line Manager.

Qualifications

Education:

• High School/ Diploma or equivalent
• Computer literacy, Windows Operating Systems, and internet applications

Knowledge & Experience:

• 2-3 years of relevant and proven experience in handling complex technical contacts in the telecommunications sector. (Call centre experience is preferable and experience in a service-related industry is an added advantage.
• Knowledge of fixed infrastructure and networking and flexible to work in varied shifts within a 24×7 environment.
• Knowledge in telecoms and telephony systems and in managing customer interactions and providing effective solutions.