Customer Experience Administrator

3 weeks ago

Midrand, South Africa ikeja Full time

Hey We’re ikeja, with a lowercase “i”, always. We’re a home-grown tech company that builds tools and services which enable affordable internet access to Ekasi (Ekasi is a township slang meaning 'my community’).

ikeja exists to remove the financial barrier to true unlimited internet access for those in the townships of South Africa, while providing the absolute best customer service and experience possible.

Ikeja has a culture of innovation, urgency, frugality and perfection and is led by founders who are relentless in creating a company that dominates the segment and controls the township connectivity ecosystem. We’re looking for people who are inspired by this mission and can help us achieve it.

ikeja Wireless PTY (LTD) is looking for a Customer Experience Administrator to join our team, as we embark on the expansion of our network throughout South Africa. In taking on this role, you will be joining a talented and passionate team who are intrinsically motivated by the fact that we are a fast-growing internet startup that finds itself in the telecommunications space.

At ikeja, we believe in providing more than just a quality wireless internet solution - we’re dedicated to building and empowering the communities which we serve, by equipping them with the accessibility required for their personal and professional development.

**The role**
- Work through summaries and clear out any backlogs
- Maintaining and updating relevant sheets for sales, installs, and maintenance
- Creation of job cards on M-files or relevant system
- Creation of new client accounts
- Capturing sign-up forms and/or contracts
- Inputting client details into Admin or other relevant platforms
- Act as a touchpoint for various stakeholders; namely: all Team Managers, Field Team Leaders, Area Managers, the Sales Team (internal and external), and the Regional Manager
- Interface with the Customer Engagement team and the NOC team as and when required
- Liaise with Internal and external field team sales agents to streamline the client journey
- Call clients: scheduling of jobs and general client queries
- Uphold our internal standard when it comes to telephone etiquette
- Remain professional at all times when interacting with customers
- Identify any operational flaws and establish/ improve processes and overall efficiency
- Contribute to the evolution of the role over time
- Fully live out the ikeja values and drive the ikeja culture across the business
- 1-2 years of relevant Call Center experience within a Customer Service environment
- Excellent communication skills (verbal & written)
- Ability to work independently as well in a team
- Ability to live out the ikeja company values when carrying out your role
- Live in a community that ikeja serves

**Why you should join us**
- The opportunity to grow both in your personal and professional capacity - you'll get to work with extremely smart and capable people, who come from all walks of life and career backgrounds.
- Comfort in joining a fast-growing internet startup with a long monetary runway that finds itself in the telecommunications space
- A bucketful of challenging problems to solve, so hopefully that's your thing
- Working for impact - as we solve lower LSM internet connectivity in South Africa.

**Why you should not join us **‍️
- You only want to be working on the high-level strategic projects and don’t want to embrace its full spectrum or be 'in the trenches
- You’re looking for a very structured environment where nothing ever changes, and you're not open to learning new things

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