​​​​​​​Specific Tasks

• Receive in-bound calls from existing and prospective customers and also return customer calls promptly;
• Intelligently pick out customer need, quickly process it and provide satisfactory solution to them;
• Work with other relevant Units and Departments to promptly and professionally attend to customer concerns;
• Monitor the call center phone module server and customer bandwidth usage on PRTG;
• Resolve non-technical customer issues, as well as first level technical support/resolution of customer link-related issues;
• Escalate to your Head of Unit (HoU) or the technical department (where necessary), any customer request;
• Follow up with customers post resolution to ensure that they are satisfied with the Company’s intervention;
• Maintain excellent record of customer calls, requests, complaints and intervention by the Company;
• Study customer behaviour in order to understand their pull and push factors, and advise the Company;
• Prepare and submit to your HoU/HoD a daily report;
• Build and maintain a healthy relationship with the customer;
• Proactively follow up with customer on the performance of the link;
• Discharge your duties professionally and ethically

COMPETENCIES

• Ability to convey information clearly and in a succinct and organized manner through written and verbal means;
• Inter-personal skills with the ability to keep customers informed of progress or setbacks in projects of relevance to timeline and quality;
• Ability to resolve challenges with minimal directions or to recommend and explain solutions and alternatives for approval;
• Ability to communicate fluently with the English Language and to speak with a pleasant and clear voice;
• Ability to listen attentively to details;
• Excellent telephone etiquette;
• Ability to break down problems and processes into key parts to identify and solve gaps in service, performance targets and quality assurance;
• Ability to respect chain of command in an appropriate manner;
• Ability to utilize the code of ethics/conduct in order to manage self, others and information;
• Excellent knowledge of the Company’s products and services, and possession of required technical capacity in order to handle first level support; and
• Ability to establish and sustain healthy relationship and to cordially interact with all stakeholders.