To oversee the Administration of the desks and customer service to ensure that all incidents and requests are fulfilled within timelines and customers’ expectations exceeded.
Includes but not limited to : -
To adhere to all company policy’s, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience
To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
To monitor, track and coordinate all Administration functions including tickets, calls, complaints and mail queries from customers and or other staff.
To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1st call resolution for customers.
To support the other team engineers of the all Administration in order to have them give the best possible resolutions to the customer problems to have 1st call resolution.
To ensure incidents and service requests are managed effectively to the company’s policies and procedures to agree upon Technical standard, timeline and first call resolution
To ensure the level of incidents are being continually driven down while increasing a positive customer experience according to the customer survey process by following the correct procedures and getting resolution to the customers problems the first time around.
Customer Service Certification
1 Year general administration and customer service experience
1 Years’ experience in customer-facing role
1 year experience in telecom industry
Knowledge of Consumer Protection Act
Knowledge of Microsoft Word, Excel, Visio, Outlook
Problem solving and analytical skills