A Reputable Multinational Telecommunications Company
JOB PURPOSE:
To lead and develop the Team in delivering a World Class Customer Experience. Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database, determining eligibility.
ROLE SPECIFIC REQUIREMENTS OF Customer Experience Executive
- Answers inquiries by clarifying desired information; researching, locating, and providing information
- Resolves problems by clarifying issues, Troubleshooting and diagnosing, implementing solutions, escalating unresolved problems.
- Fulfils requests by clarifying desired information; completing transactions; forward requests
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
- Determines eligibility by comparing business information to requirements.
- Establishes policies by entering client information, confirming pricing.
- Accomplish organizational mission by completing related results as needed.
- Maintains communication equipment by reporting problems.
- Keeps equipment operational by following established procedures; reporting malfunctions.
PERSON SPECIFIC REQUIREMENTS OF THE Customer Experience Executive
- Warm with strong customer focus
- Excellent communication skills
- Self-motivated and competitive
- Ability and interest to learn about technology
- Able to use computers
- Able to analyse information
- Demonstrates effective ways to build customer relationships (rapport, identifying customer needs, resolving customer queries)
- Commercial awareness – an appreciation and interest in the mobile telecommunications industry
- Working knowledge of all products and services
- Phone Skills
- Listening skills
- Data Entry Skills
- Attention to Detail
- Professionalism
- Able to Multi-task