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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 ...
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?
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
Preferred qualifications | bonus points
Benefits
Why you should join us?
Why you should not join us?
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