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 BA Degree Information Technology and related filed.

• 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

Register using THIS LINK

Only shortlisted candidates will be contacted.