Example Company
Software engineer
- Location
- San Francisco
- Type
- Full time
- Compensation
- $150k-$200k
- Posted
- 2 days ago
Join a team building useful software. Work closely with engineering and design to turn new ideas into products.
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Officer - Regional Technical NC.Customer Relations and Experience
- Type
- Full time
- Posted
- 3D AGO
About the role
Reports To: Manager - Customer Operations Walk In North Central
Division: Customer Relations and Experience
Mission:
Description:
Education:
Experience: 3-7 years’ experience which includes
Division: Customer Relations and Experience
Mission:
- Contribute to the MTN brand's sustenance and growth by providing technical support and providing excellent and timely resolution to all MTN device queries.
Description:
- Handle requests for software installation and configuration.
- Carry out the incident escalation process in accordance with established policies and procedures.
- Gather and schedule customer phones and devices for warranty repairs.
- Investigate and resolve all technical complaints about network coverage, billing, data, devices, and value-added services
- Improve customer satisfaction by responding quickly, communicating consistently, resolving each case satisfactorily, and escalating cases to support teams as needed.
- Effectively manage complaints within the region and reduce incidents of customers referring complaints to external bodies.
- Assist in the implementation of procedures with a focus on reducing the time it takes from initial customer contact to resolution of complaints.
- Ensure complete compliance to Return Materials Authorization (RMA) procedure.
- Support for FlyX, FibreX and Broadband journeys.
- Regular knowledge sharing and prompt resolution of all technical escalations.
- Manage all regional escalations by interacting effectively with all relevant support teams.
- Proactively identify problematic invoices and notify the billing division.
- Leverage customer interactions to identify opportunities and deliver tailored solutions that drive revenue growth while enhancing the overall customer experience.
- Provide customers and stakeholders with on-the-spot and after-sales support.
- Lead and manage special projects throughout the region.
- Train and coach on new products, processes, devices, etc.
- Manage cash transactions accurately, ensuring correct payment processing and adherence to company standards.
Education:
- First degree in any relevant discipline
- Fluent in English
Experience: 3-7 years’ experience which includes
- Experience working with others
- Experience working in a medium organization
- Experience in a call center environment (Customer Care Rep (Retention& Churn)
- Experience resolving common issues for smartphones, tablets, modems, routers etc.
