Can you answer customer’s queries and complaints on all platforms, create tickets on the interactions, determine the RCA for every complaint, offer a working solution and resolve the customer’s complaint? We are looking for you.
Our client is a highly innovative company, founded in 2014 with the vision to enable affordable mass-market communications in developing countries. The company has launched its services in Kibera district and is expanding to cover other districts of Nairobi and other parts of kenya.
Go through all platforms, WhatsApp, Email, company im, phone calls, messages and reach out to the customers to understand the nature of their queries.
Making welcome calls to the customer a week after they are installed.
Making retention calls to the customer seven days before they go delinquent.
Create a ticket for each customer interaction, capturing the customer’s complaint/query, the troubleshoots done with the customer, the solution given to the customer till the point of resolution.
Liaising with TechOps by escalating all tickets that cannot be resolved from your end for them to troubleshoot remotely.
Maintain high ticket quality throughout all your tickets capturing all the information needed for understanding of the customer’s issue and the steps taken to resolve the issue.
Escalate tickets to the relevant departments ensuring the ticket has all the information required for the escalated party to act.
Hitting SLA regarding response to a customer, escalation and ticket resolution.
Timely raise any outlying tickets that have veered of the scope of our processes with your Team Lead for assistance.
Diploma level training.
At least 1-3 years’ experience in the service industry, directly interacting with customers.
Flexibility, quick learner, a good Listener and a great team player. Due to the startup nature of our business, roles and tasks shall continually evolve.
.If you believe that you can clearly demonstrate your abilities to meet the relevant criteria for this position, then please submit your application letter, attach your CV, certificates and letters of referee NOT LATER THAN 15TH June 2018 by using this url/website.