Customer Engagement Specialist

1 week ago


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

We are seeking a highly skilled and experienced Customer Engagement Consultant to join our team at ikeja. As a key member of our customer-facing team, you will play a crucial role in delivering exceptional customer experiences and ensuring our customers feel valued and supported at every step.

Key Responsibilities
  • Customer Engagement: Engage with customers across various channels, including calls, emails, WhatsApp, in-app communication, and social media, to create an outstanding customer experience.
  • Query Resolution: Respond to and resolve customer queries in a timely and effective manner, ensuring accurate documentation of customer interactions.
  • Ticket Management: Create and manage tickets for each customer interaction, ensuring all necessary information is documented for swift action.
  • Collaboration: Collaborate with the Network Operations Center (NOC) to escalate unresolved issues and ensure tickets contain all necessary information for swift action.
  • Performance Metrics: Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction, and ticket management.
  • Process Improvement: Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries.
Requirements
  • Qualifications: Matric certificate and any related studies or a degree is advantageous.
  • Experience: Experience in a call center environment or a similar role for 1 year or more.
  • Language Skills: Fluency in English and either Amharic or Somali.
  • Teamwork: Ability to work independently and as part of a team.
Why Join Us?
  • We are a mission-driven company committed to bridging the digital divide and unlocking the potential of underserved communities.
  • We offer a dynamic and supportive work environment, opportunities for growth and development, and a competitive compensation package.


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