Executive Client Liaison Desk Consultant-Cell C

🗏Job Type

Full Time

Responsibilities
Customer Query Resolution On Executive Escalations
•Act and resolve queries on behalf of senior management, which includes queries from CEO office and Executive heads.
•Prioritize and resolve queries within agreed set turnaround time and Service Level Agreement (SLA).
•Provide effective and prompt feedback on query resolution to the relevant department and Executives where applicable within agreed SLA. •Take complete ownership of all queries received to ensure good quality customer satisfaction.
•Analyze and provide a synopsis of the Escalation and take the necessary steps to ensure efficient practical query resolution within set SLA’s has been reached.
•Have the ability to make decisions independently with the final approval of management.
•Resolve all customer complaints referred to the various Media Houses.
•Ensure that the SLA on All Media Escalations are met and that feedback is sent to the corporate communications team for feedback to the Journalist/Media House that referred the customer query to Cell C to ensure that there is no brand damage.
•Liaise with relevant department for support and assistance to ensure query resolution.
•Manage all customer query escalations from the Regulator within the SLA to avoid hefty penalties from ICASA.
•Ensure that compliance obligations for subscriber service are met to avoid ICASA imposing hefty penalties on Cell C for non-compliance. •Upon query resolution ensure that Final Feedback is sent back to the Regulator to ensure that feedback is sent back to ICASA.
•Ensure that Policies & Procedures are adhered to and processes are reviewed as the business requires.
•Ensure that all queries where you are directly dependent on other teams for intervention/feedback/information are attended to and escalated where necessary and the customer is kept informed on the progress being made on the query.

•Ensure that all case notes are updated/interactions and the quality of data captured is 100%. Customer query
•Identify any opportunities and the problem areas/gaps in the business while resolving the query so as to reduce or eradicate future issues arising or further escalations. In order to achieve this, the ECLD process includes that it is every consultants’ responsibility to win the loyalty of a customer back by making their service experience a memorable one.
•Upon query resolution ensure that Final Feedback is sent back to the customer via a letter or Email.
•Maintain a good rapport with customers both internally and externally.
•Take complete ownership of all queries received to ensure good quality customer satisfaction.
•Analyze and provide a synopsis of the query and take the necessary steps to ensure efficient practical query resolution within set SLA’s has been reached.
•Ensure customer follow ups are done within departmental SLA to avoid escalations.
•Educate and notify the customer about future changes on the account to avoid future escalations. The consultants may also identify or address any other issues that the customer is not aware of. Ensure delivery of superior customer service to maximize customer value •Conduct a needs assessment to identify, prioritize and resolve customers’ request in accordance to the company’s’ business rules to reduce churn.
•Maintain the highest level of professionalism while interacting with customers in such a manner that customer expectations are met and exceeded.
•Ensure that customers concerns are addressed and resolved within the agreed SLA.
•Coordinate outreach to distressed customers as warranted.
•Develops creative solutions to complex customer problems.
•After query resolution, courtesy calls are made to subscribers to ensure continuous customer delight with the intention of reducing churn and increasing profitability
•Perform upgrade activities for customers within the account
•Ensure proficient quality assurance on the service rendered to Cell C customers. Administrative & Reporting
•Prepare detailed reports on a monthly basis on performance indicators for specific accounts.
•Prepare any ad-hoc reports as and when required by management. •Compile Weekly report to identify and escalate opportunities for operational improvements.
•Recommend corrective actions to resolve customer complaints.
•Analyse systems used to support essential business processes with a view to optimization and alignment to Key Performance Indicators. •Liaise with external parties (Products, Marketing etc) to ensure that systems support optimized business processes.
•Identify ongoing optimization opportunities and prioritize them with Customer Service Operations Team. Health and Safety Compliance •Conform and adhere to Safety, Health and Environmental legislative requirements.
•Report any health and safety concerns/incidents in the workplace to the manager/ health and safety representative.
•Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment.
•Attend the Safety, Health and Environmental workshops as required by management.


Educational Requirements
2-3 years in customer service environment (preferably in the cellular industry) Ability to demonstrate composure and make sound decisions in high pressure situation and escalated issues on the phone or via email. Ability to identify critical business issues. Strong knowledge of Cell C’s customer support would be a distinct advantage. Strong communication and interpersonal skills in written and verbal communications. Experience in using Microsoft office (email, excel and word). Strong attention to detail Good organizational, multi-tasking and time management skills. Professionalism and confidence in interacting with all levels of customers and management.



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Job id : , #75972, 134 views,

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