Analyzing and resolving customer queries in a timely and efficient manner (oral and written)
Qualifications & Experience:
• 5 CXC’s including English Language and Mathematics (or a quantitative subject)
• Computer Literate
• At least 2 years experience.
Functional Skills:
-Oral and written communication skills
-Analytical skills
-Interpersonal skills
-Time management skills
-Listening skills
-Ability to work well under pressure
1. Resolve customer queries
• handset, products and services, billing, general company information
• man corporate switchboard
2. Activations
• activate ALL types of products and services e.g. corporate account, individual account, data, roaming etc
3. Reporting
• provide information on policy and procedure
• training and support
• complete weekly/monthly report
4. Monitor accounts and liaise with corporate sales
• monitor accounts and make recommendations on service
• suggest potential accounts
• action written correspondence
5. Provide technical support
• monitor links and provide updates to technical team
• provide technical outage reporting
• liaise with NOC
• action technical phone issues
6. Adjustments on accounts
• recommendations
• promise to pay
• monetary adjustments/corrections
7. Escalate problems in accordance with the query resolution procedure dictated by the Customer Care Centre.
8. Any other related duties that may be assigned from time to time.
Partnering with world leading vendors and technologies, we bring you end-to-end fully managed business solutions. Our robust network, expert resources and cutting-edge tech all work in synergy with one aim -efficiencies across your business, large or small.
Since our launch in Jamaica in 2001, our mission has been to deliver the best service and value to our customers across the 25 territories in which we operate.
We’re now the leading provider of connectivity solutions in our markets, and our range of products includes ICT solutions, corporate mobile, managed support services and network access.