Job Description
Purpose of the Position:
To manage subscribers (inbound), addressing their issues proactively and minimizing churn.
Quality Assurance
§ Maintain at least 90% QA scores at all times
§ Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
§ Ensure first call resolution at every customer contact – reducing return call
Customer Education
§ Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
§ Ensure customer education on alternative contact options
§ Explain the payment options and process mechanism
§ Make recommendations on upgrades, features, rate plans and accessories as per the requirement of the customer
Offers discounts or special deals as needed and within pre-established limits
Job Requirements
The incumbent is required to have the following technical competencies:
§ Product/service knowledge
§ Accounts understanding
§ Market/customer knowledge
§ Technical knowledge
Governance and ComplianceBehavioral Competencies
§ Service orientation
§ Empathy
§ Observation
§ Perseverance
InitiativeHow to Apply
Interested candidates are invited to send their CV through Ethiojobs website.
Only shortlisted candidates will be contacted.