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Exciting Opportunity
Customer Care Agents - In bound Calls for a Telecom Company
Country: Uganda
City / Location: Kampala
Required languages: English
Required IT skills:
MS Office (in general)
Minimum degree: Certificate
Closing date: April 11, 2013 - 4pm
People Performance Group is
a leading human resource consultancy firm in Uganda. We are looking for a
highly professional team to work for our client, a reputable international
telecommunication company.
We are seeking to recruit
employees with high integrity, dedication, enthusiasm and commitment to fill
the position of Customer Care Agent;
Job Summary:
Responding to incoming
telephone calls and e-mails from customers at the Call Centre. Handling
enquiries, problems and complaints as per the prescribed methodology and SLA’s.
Escalatingand/ or following up as necessary.
Consolidating customer
issues and feedback to improve the Company’s service delivery and uphold its
value proposition of speed, quality, reliability and simplicity.
Maintaining high levels of
customer satisfaction to build value-based relationships between the Company
and its customers.
Job Description:
• Handle and resolve
customer enquiries, complaints, problems in best possible and professional
manner, provide product and/or service information as necessary
• Provide quality service,
minimise errors and continuously improve performance of inbound
support/complaint management/resolution, call centre operations/back office,
attend to issues raised through web and social media enquiries
• Escalate (where necessary)
and follow up on customer issues to ensure they are promptly addressed and that
complaint resolution is within the agreed SLA’s. Prompt escalation of
identified “general” issues affecting many customers incl. resolution follow up
with all internal and external stakeholders
• Manage customer relations,
attend to customer queries and take prompt corrective measures, routing calls
to appropriate resource as necessary
• Build and maintain
effective relationships with customers (internal and external)
• Register Company customers
onto the Company network as required
• Record customer and call
information into the Company database, e.g. JIRA
• Ensure compliance to
agreed Company Call Centre SLA’s, regulatory and other applicable legal
requirements
• Participate in sales and
other staff meetings as required from time to time
• Actively participate
activities and events and contribute to overall team success
• Complete required daily,
weekly and monthly call logs and reports and submit timeously to assigned
manager as required. Make appropriate recommendations where necessary
• Provide any other ad hoc
duties assigned from time to time by the Line Manager or any other person
appointed by the Company for this purpose
Education and experience
• Certificate of Secondary
Education
• Ability to work shifts
across a six (6) day working week
• Good spoken and written
command of the English language
• Ideally previous call
centre experience and/or customer care/service
• Previous experience with
data and/or Telco related products or services
• PC Literate (MS Office,
i.e. Word, Excel and PowerPoint, social media + Other)
• Experience in the same or
similar role in an ISP or telecom services provider advantageous
• Local market knowledge
• Demonstrable successful
interpersonal and networking skills
Contact/How to apply:
To apply please send your CV
and cover letter with 3 work related referees to the address or e-mail below.
Please mark your application and the email or envelope subject should be
“position name - PPG” where you replace position name with the position you would
like to apply for. E-mails must not exceed 2 MB.
While we thank all
applicants for your interest, only those selected for interviews will be
contacted. Any form of lobbying will lead to automatic disqualification.
People Performance Group
Plot 8 Kitante Close,
Kitante
P.O. Box 12405, Kampala
Uganda
E-mail: info@ppg.co.ug
