Customer Care Executive (In Bound)

Job Summary

The Customer Care Executive (outbound) shall communicate with potential Mojabet customers, engage them to acquire information on products and services, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the services and products we offer and will be responsible for assisting them in completing processes via USSD, online and via SMS. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description

Department: Marketing

Reports to (Position): Marketing Manager

Supervises (position):N/A

Duties & Responsibilities

  • Obtain client information by answering telephone calls; interviewing clients; verifying information.

  • Initiate calls to customers or prospective clients to communicate the company's messages and or persuade them to try out the company’s products

  • Determine customer eligibility by comparing client information to legal and company requirements.

  • Establish policies by entering client information; confirming transaction information.

  • Inform clients by explaining procedures; answering questions; providing information.

  • Maintain communication equipment by reporting problems.

  • Communicate available promotions to clients and potential clients

  • Identify , take notes and escalates issues to supervisors

  • Provide product and service information to customers

  • Research required information using available resources

  • Research, identify, and resolve customer complaints using applicable software

  • Process orders, forms, and applications

  • Routes calls to appropriate resources

  • Write handover, weekly and monthly call centre reports

  • Document all call information according to standard operating procedures

  • Recognize, documents, and alerts the management team of trends in customer calls

  • Follow up customer calls where necessary

  • Upsell products and services

  • Complete call logs and reports

  • Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.

  • Update job knowledge by studying new product descriptions; participating in educational opportunities.

  • Accomplish sales and organization mission by completing related results as needed.

  • Generate daily reports on all calls or customer engagements

  • Sell additional services by recognizing opportunities to up-sell accounts

  • Maintain call center database by entering information.

  • Keep equipment operational by following established procedures

  • Report system and product malfunctions.

  • Other duties as assigned

Job Requirements

Academic Qualifications

Degree/diploma in any field of studies.

Required Language

Fluent English and the local language both in written and oral communication skills

Required Software

Knowledge of Microsoft Office 365 and Wordpress

Work Experience

1 Years working expereince

Competencies: Competency Weight (1-4)

1=Low   2=Medium

3=High  4=Very high

Behavioral Competencies

  • Communication and gathering information- 4

  • Influence Others- 4

  • Phone Etiquette- 4

  • Interpersonal skills- 3

  • Stress Management- 3

Technical Competencies

  • Data entry- 4

  • Conflict resolution- 4

  • Communication skills- 3

  • Mobile Marketing Skills- 4

  • Multi-tasking- 4

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