Job Expired

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Business Desk Agent

Multichoice Ethiopia Plc

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Business

Business Administration

Addis Ababa

2 years

1 Position

2022-07-27

to

2022-08-04

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Business

Full Time

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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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