Customer Experience Specialist

1 month ago


Midrand, Gauteng, South Africa ikeja Full time
About the Role

We are seeking a highly skilled and dynamic Customer Engagement Consultant to join our team at ikeja. As a key member of our customer support team, you will play a crucial role in delivering an exceptional customer experience.

Key Responsibilities
  • Respond to and resolve customer queries across multiple channels, including WhatsApp, email, in-app communication, and social media.
  • Collaborate with the Network Operations Center (NOC) to escalate unresolved issues and ensure 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 and identify opportunities for process improvements to enhance team efficiency and reduce repeat queries.
Requirements
  • Matric certificate and any related studies or a degree is advantageous.
  • Experience in a call center environment or a similar role for 1 year or more.
  • Fluency in English and either Amharic or Somali.
  • Previous collaboration with Network Operations Centers (NOC) is an advantage.
  • Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities.
Why Work with Us?

At ikeja, we're committed to bridging the digital divide and unlocking the potential of underserved communities. We're looking for passionate individuals who share our vision and are eager to make a meaningful impact.

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.


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