Coordinator - Customer Queries.technology
2 weeks ago
Responsible for managing and coordinating customer queries which cannot be resolved by Customer Operations:
Technical or sophisticated queries related to the following will be resolved by the CSQueries team:
- **Voice**
- Making and Receiving Calls
- Airtime
- Calls/ Dualcall/Twincall
- CLI
- Call Dispute
- Missing Minutes
- MTN Zone
- Voice Call International
- Voice Call Local
- Voice Roaming
- Magic Voice
- Extra Tim
- **Messaging**
- SMS Setup
- Callback
- MMS
- Missed Call
- MTN Banking
- Recharge
- SMS Bundles
- SMS International
- USSD
- MessageMe
- **Data**
- Data Usage Dispute
- Data Usage vs Charge Validation
- Adhoc Bundle
- APN Queries
- Network Connections & Setup - Prepaid/Hybrid
- WASP Services USSD (Content Charges)
- Internet Connection and Setup
- Data Connection Issues
- Data Speed Issues
- WAP
- WIG
- Video Call
**Job Requirements**
- **Education**:
- Matric plus minimum Tertiary IT Qualifications, any CISCO Network knowledge or some Qualifications will be an added advantage
- Customer Service Management
- ITIL foundation
**Experience**:
- 3 years Telco experience, especially within subscriber packages space
- Experience interfacing with multiple business units
- Working Experience with ITIL Processes and practices
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