Customer Engagement Consultant

ikeja; Midrand; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A local telecommunications provider in Gauteng is seeking a Customer Engagement Consultant to deliver exceptional customer service. The role involves responding to queries across various channels, creating and managing tickets, and collaborating with the Network Operations Center for issue resolution. Candidates should have a matric certificate, fluency in Amharic and Somali, and experience in a call center. The position offers the chance to positively impact underserved communities with additional perks like free internet and health insurance.

Benefits

Free internet at home after probation

Health insurance

Access to wellness platform

Qualifications

• Experience in a call center environment or similar role for 1 year or more.
• Previous collaboration with Network Operations Centers (NOC) is advantageous.
• Ability to work independently and as part of a team.

Responsibilities

• Respond to and resolve customer queries across multiple channels.
• Create and manage tickets for each customer interaction.
• Collaborate with the Network Operations Center (NOC) to elevate unresolved issues.

Skills

Fluency in Amharic

Fluency in Somali

Exceptional communication skills

Problem-solving abilities

Customer-oriented mindset

Education

Matric certificate

Related studies or a degree

Job description

Are you an experienced and dynamic professional fluent in Amharic and Somali? We’re looking for a Customer Engagement Consultant to join our team at ikeja, where you’ll play a crucial role in delivering an exceptional customer experience.

About the Role:

As a Customer Engagement Consultant, you’ll be the first point of contact for our customers, guiding them through their entire journey with ikeja - from sign-ups to managing their internet experience. This role is essential to ensuring our customers feel valued and supported at every step.

You’ll engage with customers across various channels, including calls, emails, WhatsApp (both calls and texts), in-app communication, and social media. Your goal will be to create an outstanding customer experience by effectively managing and resolving their queries.

Key Responsibilities

• Respond to and resolve customer queries across multiple channels: WhatsApp, email, in-app, social media, and phone.
• Quickly identify the nature of incoming queries and allocate them to the appropriate channels or address them using your expertise.
• Create and manage tickets for each customer interaction, ensuring accurate documentation of:
• The customer's query or complaint.
• Troubleshooting steps taken and the final resolution.
• Collaborate with the Network Operations Center (NOC) to elevate unresolved issues, ensuring tickets contain all necessary information for swift action.
• Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction, and ticket management.
• Contribute to the continuous improvement of customer response protocols.
• Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries.
• Adhere to project schedules and communicate any foreseeable risks.

Qualifications:

• Matric certificate.
• Any related studies or a degree is advantageous.

Experience:

• Experience in a call center environment or a similar role for1 yearor more.
• Fluency in English, Amharic and Somali.
• Previous collaboration with Network Operations Centers (NOC) is an advantage.
• Familiarity with markets similar to those ikeja servesand customer service experience in those marketsis a plus.
• Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities.
• Ability to work independently and as part of a team.

Other requirements:

• Willingness to work the following shifts: 7:00 am - 3:30 pm and 1:30 pm - 10:00 pm.
• Reliableown transportation.
• Commitment to embodying ikeja’s company values in your role.

Why Join Us?

• At ikeja, we’re more than just a company - we’re on a mission to bridge the digital divide and unlock the potential of underserved communities. We’re looking for passionate individuals who share our vision and are eager to help us achieve it.
• If this sounds like the opportunity you’ve been waiting for, apply now to join our team and make a meaningful impact!

• The opportunity to grow both in your personal and professional capacity.
• Free ikeja internet at your home! (If you are in a coverage area) after successfully passing probation period.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:

To apply for this role, please submit a resume outlining your experience and qualifications as part of this process.

Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.