Reports To: Manager - Customer Management Broadband LSW
Division: Fixed Broadband
Mission:
Identify and assess customer needs to achieve customer satisfaction.
Provide a higher level of quality customer support to all Fixed Broadband (FBB) customers.
Effective use of customer management systems and practices.
Description:
Analysis of customer requests for prompt resolution
Ensure end-to-end account management for broadband customers.
Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
Implement new initiatives to simplify customers' journeys across all digital channels and regularly review FAQs to address customers' needs.
Pro-active analysis of all support systems (charging, CLM, DCLM, etc.
) as well as broadband products with a view to identifying customer pain points and resolving issues before escalation
Liaise with support teams (within and outside Fixed Broadband) to resolve any customer-identified issue.
Achieve at least an 80% score in FBB NPS internal surveys.
Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
Ensure resolution of all service provisioning and sales support PPPs items.
Ensure end-to-end account management for broadband customers.
Educating customers about available broadband plans, features, and promotions and assisting them in selecting the most suitable options based on their needs.
Education:
A first degree or equivalent in Social Science, Business Management Accountancy, or a related discipline Course
Fluent in English
Experience:
3–7 years’ experience in an area of specialization, with experience working with others
Experience working in a multinational organization.
Experience in a customer service role in the telecommunications industry.
Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools.
Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
Professional certification in customer service and relationships will be an added advantage.
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