CATI Agent

Customer Journey Roadmap Implementation

• Promote innovation within each touch point in MultiChoice to improve operational effectiveness
• Implement customer satisfaction initiatives.
• Provide support in redefining processes within all touchpoints after due consultation with relevant stakeholders
• Drive a ‘customer first approach’ across all touch points in Ethiopia
• Deliver tactical roadmap of initiatives to achieve multi-channel customer experience
• Using customer journey mapping and methodology to identify pain points and create solutions to address these
• Drive appropriate level of customer segmentation to deliver personalized and relevant customer touch-points experience

Feedback Management

• Make outbound calls and Compile customers feedbacks
• Play Key role in facilitating customers interactions and transactions
• Explain survey objectives and procedures to customers
• Analyze and Interpret survey questions to assist customers sentiments
• Identify and report negative sentiments to narrow service gap.
• Conduct close the loop calls to manage negative customers sentiments
• Acknowledge and resolve customer complaints
• Support Journey owners to attain Customer satisfaction Targets"service issues

Qualification and Experience

• Bachelor’s Degree
• Minimum of 1 year in a commerce, business administration or sales
• Professional communication skills, written and verbal
• Computer literate, numerical aptitude, and willingness to learn new skills
• Passionate about customers and service delivery
• Previous customer service experience required

Functional Competencies 

The incumbent is required to have the following technical competencies:

• Product/service knowledge
• Accounts understanding
• Market/customer knowledge
• Technical knowledge
• Governance and Compliance
• Sales Knowledge

Behavioral Competence

• Problem Solving
• Result Orientation
• Attention to Detail
• Time Management
• Planning & Organizing
• Resilience
• Ideas Generation