Customer Care Representative

Job Description

• To contribute and collaborate actively in various customer care projects.
• To encourage customers to use all digital and online channels including self-care, social media to decrease call center contact rate.
• To support company subscribers’ queries, comments, issues, and questions received through online and digital channels based on MTNIrancell Customer Relationship PPPs’ and agreed SLAs/team targets.
• To analyze received customer queries, raise related logs and escalate them to related teams based on CR standards.
• To offer new services/product to the customers as per process.
• To encourage subscribers to use digital/social media based solutions according to CR approach in order to increase digital transformation rate.
• To constantly review and stay up to date on CR processes to handle subscribers’ issues.
• To ensure all received feedback from different channels like CLF team, CR QA and supervisor is seen on future work activities on both soft skill and knowledge area.
• To refer unsolved queries and major issues received to CR Back office/online and digital channel customer care Supervisor based on the policy.