Customer Engagement- Amharic Speaking

Hey We’re ikeja, with a lowercase “i”, always. We’re a home-grown tech company that builds tools and services enabling affordable internet access to Ekasi (Definition : _Search Results - _**Ekasi** is a township; slang meaning = **my community**).

In short, we provide the internet and we provide it like never before. We’re changing the game, wait - no one has ever done this - we’re **creating the game** on how to provide the most affordable unlimited internet and associated services to South Africa.

By serving our customers, we’re capturing the opportunity to bridge the digital divide and unlock the potential of deserved communities. We’re looking for people who are not only inspired by this goal, but who are passionate about helping us achieve it.

**Role | What you will be doing**

What is a Customer Engagement Consultant?

This is a critical role within ikeja, as our customers are placed at the heart of everything we do. We pride ourselves on delivering an unparalleled customer experience and we want you to join in on providing this.

As a Customer Engagement Consultant at ikeja, you’ll often be the first person that a customer interacts with when they start their customer journey - from sign ups to managing their overall internet experience. As such, it will be your responsibility to manage this journey effectively by creating an outstanding customer experience along all its points.

You’ll also need to work smart and fast by being proactive in identifying support issues and, as a result, decrease inbound traffic.

**Key Responsibilities**

Fast identification of incoming query types in order to allocate them to the correct channels or area of your own expertise.
**Create tickets for each customer interaction, capturing the following details**:

- _the customer’s complaint/query_
- _the troubleshoots that were performed and steps taken_
- _the ultimate solution given to the customer till the point of resolution_
- Liaise with the network operation centre (NOC) by escalating all tickets that cannot be resolved from your end for them to troubleshoot remotely. Ensuring that the ticket contains all of the information required for the escalated party to act.
Hitting service level agreement (SLA) targets regarding response to a customer, escalation and ticket resolution.
- Contribute to overall learning by assisting in developing customer response protocols.
- Take initiative in recognising opportunities for process improvement - relating to documents or systems, that allow the team to increase overall efficiency and reduce repeat queries.
Adhere to project schedules and communicate foreseeable risks.

**Key role requirements**
+- 6months relevant Industry experience in a customer facing role. E.g. within a call centre type environment, or in rental agencies (e.g. car or real estate), where a high standard of customer interaction is required.
Advanced English language knowledge (verbal & written).
Excellent communication skills (verbal & written).
Outstanding customer orientation and problem solving skills.
Ability to work independently as well in a team.

Ability to live out the ikeja company values when carrying out your role.

Ability to work outside of normal business hours - if shift work so requires.

**Preferred qualifications | bonus points**:

- +-2 years within a call centre type environment or similar role_
- Reside in one of the communities in which ikeja serves_
- Multilingual - Must be able to speak English and Amharic or Somali_
- Experience with collaborating closely with Network Operations Centres (NOC) in previous role_