Job Description

Key Accountabilities


• Correctly log an event or trouble-ticket when first-level/Second Level troubleshooting on customer complaints in order to effectively apply resolution.
• Pay close attention to digital email, social media, and information sources before reply to customers.
• Meet individual targets and KPI's (Key Performance Indicators) by planning issue resolution effectively and adhering to SLAs in order to deliver a timely solution to customers.
• Deliver first-level support to customers via the email communication channel, in line with du brand values and defined SLAs, in order to successfully resolve customer issues/ complaints.
• Provide comprehensive and knowledgeable information and service to customers regarding telecommunication products and services in order to maintain positive customer satisfaction levels.
• Communicate with customers clearly in writing, with a high-level of proficiency in customer-handling in order to positively present the du brand and its products and services.
• Adhere to defined SLAs, timekeeping on the job and timely issue resolution in order to effectively deliver on end-to-end solution management.
• Contribute to process improvements by suggesting alternative solution and highlighting challenges in order for the Team Leader/management to investigate and possibly improve problem-resolution methods.
• Learn knowledge of du products, services, systems used to resolve customer issues in order to provide comprehensive solutions and effectively guide customers and offshore partners.

4. Qualifications, experience, skills and competencies


Qualifications:


• Minimum Bachelor degree

Experience:


• Minimum 3-5 years of customer service or contact center experience.
• Frontline customer service experience.

Skills


• Excellent customer service experience and knowledge/attitude - preferred experience in call-centre Front or Back Office
• Strong knowledge of telecom products and services
• Aptitude for coaching and providing guidance.
• Experience with team management
• Good level of keyboard proficiency and PC skills
• Experience in a telecommunications or engineering/technical working environment is helpful.
• Ability to communicate effectively in person/writing/verbally.
• Good negotiation, people management and interpersonal skills
• Possession of a professional telephone manner
• Self-motivated and an attitude to show initiative.
• Ability to respond positively under pressure and work in a fast-paced and demanding environment.
• Good analytical and problem-solving skills

Competencies


Please provide the level of competency as per the grade: Level 1 for Band 6, Level 2 for Band 5, level 3 for Band 4, level 4 for Band 3.


• Think strategically (Level 1 of 5)
• Achieve tangible results (Level 1 of 5)
• Lead breakthrough change (Level 1 of 5)
• Exceed customer expectations (Level 1 of 5)
• Nurture, Inspire and Motivate (Level 1 of 5)
• Target win-win outcomes (Level 1 of 5)