Job Expired
Business Desk Agent
Multichoice Ethiopia Plc
Business
Business Administration
Addis Ababa
2 years
1 Position
2022-07-27
to
2022-08-04
Business
Full Time
Share
Job Description
Job Description
Key Accountabilities
Level 2 Escalations and Customer Support
Resolve customer escalations from first level customer care teams
Resolve queries escalated from partners like ESPs and installers
Assess quality of first level escalations
Analyze escalations trends, issues and recommend interventions on collated issues
Achieve FCR through compliance to the ticketing system and close looping with customers on escalated issues especially technical and finance related escalations
Log in country issues with corporate and maintain issues log tracker
Follow up on pending in country issues
Update internal stake holders on issue trends
Offer technical support to training and front-line teams.
Analyze and follow up of accounts with System error with Credit Control. This is inclusive of updating daily extracts in the shared folder for all payment platforms. Escalating up all the Missing payments
Analysis and resolution of the Connected Video Services: ShowMax, Dstv Catch Up/Catch up Plus, DStv Now and Box Office.
Quality Assurance
Maintain at least 90% QA scores on Escalations resolution
Job Requirements
Qualification and Experience
A University Degree in a Business-related field
Professional communication skills, written and verbal
Computer literate, numerical aptitude, and willingness to learn new skills
Previous front-line customer service experience required
Call Centre experience is highly desirable
Minimum of 2 years in first line customer support
Functional Competencies
The incumbent is required to have the following technical competencies:
Analytical skills
Product/service knowledge
Accounts understanding
Market/customer knowledge
Technical knowledge
Governance and Compliance
Reporting skills
Behavioral Competencies
Service orientation
Keen to detail
Initiative
Flexibility
How to Apply
Interested candidates are invited to send their CV and/or cover letters through THIS LINK
Only shortlisted candidates will be contacted.
Fields Of Study
Business
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