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  • Posted: Oct 21, 2021
    Deadline: Not specified
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    Hey! We’re ikeja, with a lowercase “i”, always. We’re a home-grown tech company that builds tools and services enabling affordable internet access to Ekasi (Definition : Search Results - Ekasi is a township slang meaning my community). In short, we provide the internet (for now - the sky is truly the limit), and we provide it like ...
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    Customer Engagement Consultant

    Description
    Hey! We’re ikeja, with a lowercase “i”, always. We’re a home-grown tech company that builds tools and services enabling affordable internet access to Ekasi (Definition : Search Results - Ekasi is a township; slang meaning = my community).

    In short, we provide the internet and we provide it like never before. We’re changing the game, wait - no one has ever done this - we’re creating the game on how to provide the most affordable unlimited internet and associated services to South Africa.

    By serving our customers, we’re capturing the opportunity to bridge the digital divide and unlock the potential of deserved communities. We’re looking for people who are not only inspired by this goal, but who are passionate about helping us achieve it. 

    Role | What you will be doing 

    What is a Customer Engagement Consultant? 

    • This is a critical role within ikeja, as our customers are placed at the heart of everything we do. We pride ourselves on delivering an unparalleled customer experience and we want you to join in on providing this.
    • As a Customer Engagement Consultant at ikeja, you’ll often be the first person that a customer interacts with when they start their customer journey - from sign ups to managing their overall internet experience. As such, it will be your responsibility to manage this journey effectively by creating an outstanding customer experience along all its points.
    • In order to achieve this, you’ll need to be comfortable interacting with customers over multiple channels – i.e. calls, email, WhatsApp (calls & text), in-app, and social media.
    • You’ll also need to work smart and fast by being proactive in identifying support issues and, as a result, decrease inbound traffic.

    Key Responsibilities 

    Engage and understand customer queries over many channels – WhatsApp, email, in-app, social media and by phone.
    Fast identification of incoming query types in order to allocate them to the correct channels or area of your own expertise.
    Create tickets for each customer interaction, capturing the following details:
    - the customer’s complaint/query
    - the troubleshoots that were performed and steps taken
    - the ultimate solution given to the customer till the point of resolution
    Liaise with the network operation centre (NOC) by escalating all tickets that cannot be resolved from your end for them to troubleshoot remotely. Ensuring that the ticket contains all of the information required for the escalated party to act.
    Hitting service level agreement (SLA) targets regarding response to a customer, escalation and ticket resolution.
    Contribute to overall learning by assisting in developing customer response protocols.
    Take initiative in recognising opportunities for process improvement - relating to documents or systems, that allow the team to increase overall efficiency and reduce repeat queries.
    Adhere to project schedules and communicate foreseeable risks.
    Requirements
    Ideal candidate | What are we looking for? 

    Key role requirements

    • +- 6months relevant Industry experience in a customer facing role. E.g. within a call centre type environment, or in rental agencies (e.g. car or real estate), where a high standard of customer interaction is required.
    • Advanced English language knowledge (verbal & written).
    • Excellent communication skills (verbal & written).
    • Outstanding customer orientation and problem solving skills.
    • Ability to work independently as well in a team.
    • Ability to live out the ikeja company values when carrying out your role.
    • Ability to work outside of normal business hours - if shift work so requires.


    Preferred qualifications | bonus points

    • +-2 years within a call centre type environment or similar role
    • Reside in one of the communities in which ikeja serves
    • Multilingual - Speak Xhosa, Zulu, Somali or Amarhic
    • Experience with collaborating closely with Network Operations Centres (NOC) in previous role.

    Benefits
    Why you should join us? 

    • The opportunity to grow both in your personal and professional capacity - you'll get to work with extremely smart and capable people, who come from all walks of life and career backgrounds.
    • Comfort in joining a fast growing internet startup with a long monetary runway that finds itself in the telecommunications space. A sector which has been somewhat sheltered from the effects of the current global pandemic.
    • Flexible hours where the role allows for it.
    • Competitive pay & 18 holiday days per year.
    • Free ikeja internet at your home! (If you are in a coverage area)
    • A bucketful of challenging problems to solve, so hopefully that's your thing!
    • Working for impact - as we solve lower LSM internet connectivity in South Africa.

    Why you should not join us? 

    • You’re looking for a position that allows for a 9-to-5 mentality over a team player initiative based mentality
    • You're looking for a position in which you can delegate most of the work to your colleagues.
    • You only want to be working on the high-level strategic projects in your role and don’t want to get be in the trenches.
    • You’re looking for an environment where nothing ever changes, and you're not open to learning new things.

    Method of Application

    Interested and qualified? Go to ikeja on apply.workable.com to apply

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