Customer Support Assistant

The Customer Support Assistant shall support the corporate customer team on their day to day operations of customer experience.

Main Duties and Responsibilities:

• Manage the allocated accounts for handling of customer Queries, Requests and Complaints
• Ensure logging of cases requiring escalation and all orders logged as per requests received
• Follow VIP policy for Enterprise customers
• Ensure self-care penetration to at least 50% of respective portfolio as well as initiate actions to boost the self-care figure
• Respond to customers’ requests or queries on the same day
• Understand the reason of non-payment of customers and act accordingly
• Perform visits along with the Account Managers and Account Directors as and when required
• Work closely with Account Manager/Credit Control and Billing team to reduce to the minimum dunning/exemption/FR in respective portfolio
• Ensure E-Bill penetration

Required Qualifications and Experience:

• Minimum Higher School Certificate
• At least two years’ work experience in related field

Required Skills and Aptitudes:

• Customer focus and good interpersonal skills
• Excellent communication skills in both French and English
• Good knowledge of Microsoft Office Tools
• Team oriented person
• Ability to work in a fast-moving environment and deliver results within deadlines
• Willingness to work extended hours and during weekends on urgencies

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Emtel Ltd reserves the right to call only the best candidates for interview and not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.