CALL CENTER AGENT (x6 positions) – BOFINET

(5 YEAR CONTRACT)

Main Purpose of the Job:

The Call Center Agent will be part of the UPICtv team and key in ensuring the availability of customer support and care. The agent will effectively ensure customer support is available to the end-user at all times and in the right quality by utilizing the available call center tools.

 

Job Responsibilities

• Implementation of the UPICtv and WIFI customer support strategy aligned with short-term and long-term service commercialization targets.
• Implementation of all service support channels (call center mainline, chatbot, SMS, and email alerts.
• Answer incoming calls and respond to all customer communication.
• Management and resolution of customer complaints.
• Sell the UPICtv and WIFI services and offering customer assistance on service access queries.
• Identify and escalate issues to the Call Center Team Leader.
• Provide product and service information to customers.
• Resolve customer complaints using applicable systems.
• Process orders, forms, and applications.
• Route escalated queries to appropriate internal resources.
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the Call Center Lead of trends in customer calls.
• Follow up customer calls where necessary.
• Upsell products and services.
• Complete call logs and reports.
• Other duties as assigned.

 

Competencies

• Proficient in relevant computer applications
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle the stressful situation appropriately
• Strong layout skills.
• Communication Skills.
• Excellent working knowledge and proficiency with MS Office software including PowerPoint and Excel.
• knowledge of online VoD services.
• Innovation

 

Academic Qualifications and Experience

The candidates should have attained the following:

• A minimum of a Diploma in Business, Management, and Communications. A Bachelor’s Degree will be an added advantage.
• 1-year minimum work experience required.