Customer Service Consultant at BitCo

Summary:

• The Customer Service Consultant is required to meet with customers and ensure that our customers are happy and all equiries are resolved timeously.

Essential Duties and Responsibilities:

• Proactively visit clients (Based on customer Tiers)
• Proactively phoning clients (Based on Customer Tiers)
• Assisting with Support queries (Tickets not being resolved in specific time frame)
• Assisting with Account Queries (General billing queries, working with Accounts)
• Preventing Cancellations (Dealing with escalations)
• Collecting NPS Ratings & conducting customer satisfaction surveys
• Assist with closing client tickets when required
• Working with sales to assist in any customer service or support related challenges
• Working with projects to assist with customer handovers and welcome packs (TBC)
• Working with marketing to ensure customer information is correct and regularly updated
• Working with the NOC to assist in network communication for upgrades, changes & outages
• Help develop initiatives to increase customer satisfaction and retention
• Coordinate with various teams so that the customer’s expectations are met
• Assists internal and external clients on technical products or services by answering questions and solving problems involved in their activity
• Identifies, investigates, and researches client questions and problems and may refer to Sales or other service personnel for follow-up as appropriate
• Effectively diffuses complex client situations
• Resolve customer problems, recommending a modification to the product/service line closely working with a sales account manager
• Ability to effectively self-prioritize workload
• Ability to work within a team environment with shared responsibilities
• Ability to multi-task in a time-sensitive and deadline-driven work environment
• Able to effectively manage client expectations
• Demonstrated Service Orientation with a desire to exceed customer expectations
• Acts as a liaison between the client, sales, operations, IT and other functional areas of our company including monitoring and follow-up on related questions/issues.
• Ability to achieve results by pulling together appropriate internal departments and external vendors

Qualification and Experience:

• 3 to 4 years’ experience in an ICT or Telecommunications Sales environment.
• An ICT qualification would be preferable 

Knowledge, Soft Skills and Abilities required:

• Customer-focused
• Must be deadline-driven
• Must be able to follow up, provide feedback and give progress reports
• Must be highly organized
• Must be extremely professional
• Excellent organizational skills
• Excellent interpersonal skills
• Must be able to interact with staff at all levels as well as external third parties
• Must be an excellent communicator
• Willing to travel
• Target