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Role | What you will be doing?
What is a Customer Engagement Consultant? It’s a really important role because our customers are placed at the heart of everything we do. We pride ourselves on delivering unbeatable service and your job will be to provide customer focused responses. You'll often be the first person that a customer interacts with from sign up or after they have become a customer, and will leave a lasting impression of ikeja in their minds. You’ll need to be comfortable talking with people over many channels – voice, email, whatsapp, in-app, and social media. You’ll need to work smart and fast, learning how to pre-empt service issues and limit inbound traffic to serve more businesses faster.
Engage and understand customer queries over many channels – Whatsapp, email, in-app, social media and by phone
Fast identification of incoming issue types in order to allocate them to the correct channels or area of your own expertise.
Create tickets for each customer interaction, capturing the customer’s complaint/query, the troubleshoots with the customer and finally the ultimate solution given to the customer till the point of resolution.
Liaising with NOC by escalating all tickets that cannot be resolved from your end for them to troubleshoot remotely - ensuring the ticket has all the information required for the escalated party to act.
Maintain high ticket quality throughout all your tickets capturing all the information needed for understanding of the customer’s issue and the steps you have taken to resolve the issue.
Hitting SLA targets regarding response to a customer, escalation and ticket resolution
If encountering issues not yet seen in company manuals or documentation, propose solutions of possible processes to follow within this scope in team meetings.
Contributing to creatively recognise the opportunities of process improvement -
whether related to documents or systems, that allow the team to increase efficiency and reduce repeat enquiries.
Help develop customer response protocols.
Develop and maintain project schedules and communicate foreseeable risks.
Ideal candidate | What are we looking for?
Bilingual with fluency in English and Somali or Amharic
Relevant Industry experience - +2 years within a call centre type environment,retail or in rental Agencies (Car or Real Estate), where a high standard of customer interaction is required.
Excellent communication skills, both written and oral
Outstanding customer orientation and problem solving skills
Collaborative approach, team spirit
Ability to communicate the company values through thoughtful responses
Ability to work outside of normal business hours if shift so requires.
Preferred qualifications | bonus points / nice to have
Reside in one of the communities in which ikeja serves
Call centre or customer-facing experience
Multilingual – bonus points if you can speak all three languages (English, Somali and Amharic)
Experience collaborating closely with Network Operations Centres (NOC) within prior role.
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.
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 only want to be working on the high-level strategic projects in your role and don’t want to embrace its full spectrum or be 'in the trenches'.
You’re looking for a very structured environment where nothing ever changes, and you're not open to learning new things.
Note: Never pay for any training, certificate, assessment, or testing to the recruiter.
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