Temporary /On Call Outbound Customer Services Representatives – Windhoek

Description

We are seeking dedicated individuals to join our team as Temporary / On-Call Outbound Customer Services Representatives. The primary purpose of this position is to create a readily available pool of temporary staff who can step in and assist as needed. This role involves actively engaging in outbound calls to new, existing, and disconnected customers with the intention to proactively retain subscribers and minimize churn. Additionally, representatives will cross-sell, upsell, offer add-ons, recommend product upgrades, facilitate reconnections, and conduct surveys for disconnected customers.

Responsibilities:

• Contact 110 successful customers and attempt 260 client calls per day
• Maintain an 80% Quality Assurance (QA) score
• Answer inquiries by clarifying and providing desired information
• Provide excellent customer service, applying innovative solutions to various types of concerns and complaints
• Maintain a professional attitude in challenging situations
• Identify customer queries, explore answers and alternative solutions, implement solutions, and escalate unresolved queries
• Fulfill customer requests by clarifying information, completing transactions, and forwarding requests as required
• Troubleshoot and resolve customers' problems with our product, determining the cause of the problem and following through with resolution
• Achieve and maintain proficiency with our escalation matrices
• Maintain an up-to-date database by reconfirming and updating customer details at every interaction (Database Cleanliness - DBC)

Requirements

Qualifications Essential:

• Minimum of 25 points in grade 12
• Professional communication skills, both written and verbal
• Computer literate with numerical aptitude and willingness to learn new skills
• Passionate about customers and service delivery
• Proficient in English (Proficiency in any local language is an added advantage)
• Customer service-oriented (Tele sales skills are an added advantage)

CLOSING DATE: 30 OCTOBER 2023