Customer Engagement Consultant

2 months ago

Midrand, South Africa ikeja Full time

We’re looking for a Customer Engagement Consultant to join our team at ikeja, where you’ll play a crucial role in delivering an exceptional customer experience.

**About the Role**:
As a Customer Engagement Consultant, you’ll be the first point of contact for our customers, guiding them through their entire journey with ikeja - from sign-ups to managing their internet experience. This role is essential to ensuring our customers feel valued and supported at every step.

**Key Responsibilities**
- Quickly identify the nature of incoming queries and allocate them to the appropriate channels or address them using your expertise.
- Create and manage tickets for each customer interaction, ensuring accurate documentation of:

- The customer's query or complaint.
- Troubleshooting steps taken and the final resolution.
- Collaborate with the Network Operations Center (NOC) to escalate unresolved issues, ensuring tickets contain all necessary information for swift action.
- Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction, and ticket management.
- Contribute to the continuous improvement of customer response protocols.
- Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries.
- Adhere to project schedules and communicate any foreseeable risks.

**Requirements**:
**Qualifications**:

- Matric certificate
- Any related studies or a degree is advantageous.

**Experience**:

- Experience in a call center environment or a similar role for 1 year or more.
- Advanced proficiency in English, both written and verbal.
- Previous collaboration with Network Operations Centers (NOC) is an advantage.
- Familiarity with markets similar to those ikeja serves and customer service experience in those markets is a plus.
- Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities.
- Ability to work independently and as part of a team.

**Other requirements**:

- Reliable **own** transportation.
- Commitment to embodying ikeja’s company values in your role.

**Why Join Us?**
- At ikeja, we’re more than just a company - we’re on a mission to bridge the digital divide and unlock the potential of underserved communities. We’re looking for passionate individuals who share our vision and are eager to help us achieve it.

**Benefits**
- The opportunity to grow both in your personal and professional capacity.
- Free ikeja internet at your home (If you are in a coverage area) after successfully passing probation period.
- Health insurance and provident fund.
- Access to an online wellness platform, providing free and confidential support from licensed therapists.

**How to apply**:
**Closing date**: 20 September 2024

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