CUSTOMER SERVICE REPRESENTATIVE

Job description

OVERVIEWRaise Limited, trading as MultiChoice Malawi, invites applications from suitably qualified candidates for the position of Customer Service Representative, based at its Blantyre office.The successful candidate will attend to customer calls, respond to enquiries, resolve customer complaints and provide information about the company's products, services and payment options.CONTRACT DURATION: One (1) yearPOSITION: CUSTOMER SERVICE REPRESENTATIVEJOB SUMMARYThe Customer Service Representative will handle customer enquiries and provide timely, professional assistance to resolve queries and service-related issues.The role also involves processing customer requests, troubleshooting product-related problems, updating customer records, explaining payment procedures and identifying opportunities to promote additional products and services.DUTIES AND KEY RESPONSIBILITIESThe successful candidate will be responsible for:1. Customer Enquiries and Query ResolutionRespond to customer enquiries by clarifying issues and providing the required information.Maintain a professional attitude when handling challenging customer situations.Identify customer queries, explore possible solutions, implement appropriate resolutions and escalate unresolved issues.Fulfil customer requests by clarifying information, completing transactions and forwarding or escalating requests where necessary.Troubleshoot product-related problems by identifying their causes and following through to resolution.2. Account Management and Payment SupportReconnect customer accounts in accordance with company policy, only when payment has reflected or proof of payment has been submitted for follow-up.Follow established billing rules when handling account reconnections.Explain available payment options and payment procedures to customers.Maintain accurate customer information by reconfirming and updating details during interactions.3. Customer Service QualityHandle customer calls within the stipulated call-handling time.Provide clear and accurate information to ensure customer satisfaction.Educate customers about alternative contact channels.Maintain professionalism and a positive attitude throughout customer interactions.4. Sales and Customer RetentionIdentify opportunities for cross-selling and upselling.Share relevant product and service information that may encourage customers to take up additional offerings.Support customer retention by providing effective and timely service.

Requirements

Apply by email: mcg_applications@vivendigroup.onmicrosoft.com