Customer Engagement Consultant

4 days 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 that 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 lead 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 technicians 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 which 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 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

**Requirements**:

- Matric
- 2- 5 years experience working in a call centre environment
- Live in a community that ikeja serves

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