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’). We exist 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 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 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**

This role will encompass (including but not limited to) the following tasks:
**_Call Centre:_**
Work under the Head of Customer Engagement and The Regional Operational Manager to
ensure the client is delighted at every relevant stage of their journey.
Commit to achieving the goals, targets and KPIs set out by management
Call clients: scheduling of jobs and general client queries
Uphold our internal standard when it comes to telephone etiquette, remaining professional
at all times when interacting with customers
**_Admin:_**
Work through summaries and clear out any backlogs
Maintaining and updating relevant information for sales, installs and maintenance
Creation of job cards on M-files or relevant system AND Creation of new client accounts
Capturing sign-up forms and/or contracts (admin or sales)
Inputting client details into Admin or other relevant platforms
Identify any operational flaws and establish/ improve processes and overall efficiency
**_Collaboration:_**
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
Assist with debt collection, phoning
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- 3 years experience working in a call centre environment
- Live in a community that ikeja serves

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