Summary
Date Posted: Thursday, August 01 2024, Base Salary: Not Disclosed

JOB DETAILS:
Outbound Call Center Agent – Home Broadband will make outbound calls to Home broadband customers to collect feedback about the products/ services and customer experience.

They will also use all opportunities to upsell and cross sell the home broadband products.

Reports to: Team Leader – Customer Operations

Main Job Functions:
• Retain existing customers through customer satisfaction surveys, campaigns, follow up calls, carrying out health checks, offering upgrades / renewals and addressing any customer issues that come up.
• Campaigns support: support marketing campaigns to targeted customers to promote special offers, educate on product changes and support new product enhancements /launches.
• Relationship management with both prospects and existing customers. They will support this through building rapport, understanding customer needs and maintaining regular communication to drive loyalty and satisfaction.
• Gather valuable market insights through proactive communication and engagement strategies.
• Ensure that all client details are fully captured onto the appropriate systems, including marketing and sales information.
• Optimize the value for customers by identifying needs and providing recommendations of solutions-based product development, marketing, and sales to the company.
• Effectively present key features and benefits of Home Broadband products and services via the telephone to secure new business in all the identified sales opportunities
• Ensure adequate knowledge of MTN products and services and of its competitors in order to achieve the requirements of this role
• Handle customer queries and or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.

Education:
• A minimum of a bachelor’s degree

Experience:
• 1 to 2 years’ experience in a customer center/call center environment

Knowledge, Skills and Competencies
• Telephone Etiquette
• Customer Service Training
• Products, Policies and Procedure Training
• Contact Centre applications
• Service Excellence
• Flexibility and Agility in regard to working hours.
• Planning and organizational skills
• Communication skills
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Troubleshooting
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Friendly.
• Can-do.
• Integrity.
• Reliability
• Courteousness
• Helpfulness

Female Applicants are strongly encouraged to Apply!

Work Hours: 8

Experience in Months: 6

Level of Education: Associate Degree

Job application procedure
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