ZERGAW ISP is an Internet and Cloud Service Provider that is established in 2019 with its headquarter located in Addis Ababa, Ethiopia. We envision digitally empowering Ethiopian enterprises and individuals by providing quality and affordable ICT services that includes Broadband Internet, Cloud Servers, and Software as a Service (SaaS). Please follow our LinkedIn channel here to learn more about our company and receive similar offers. 

Cloud Customer Service Officer (CCSO)

The Cloud Customer Service Officer (CCSO) is responsible for providing technical and non-technical support to cloud customers and clients throughout the entire customer lifecycle, from contract signing to contract termination. The CCSO is also responsible for promoting additional services to customers and ensuring that customer service is provided as per the company's set customer service key performance indicators (KPIs).

Duties and Responsibilities

• Be knowledgeable and confident about ZERGAW ISP's cloud-based services.

• Keep records of customer interactions, transactions, comments, and complaints by properly logging into the company's Enterprise Resource Planning (ERP) system.

• Prepare service contracts, ensure customer signatures, and properly archive contracts.

• Receive customer complaints and inquiries (technical and non-technical) and troubleshoot to resolve issues.

• Communicate professionally and promptly with customers and clients when issues are resolved using multiple channels, such as phone calls, short message service (SMS), emails, chat, and other platforms.

• Communicate and coordinate with technical, sales, and other relevant departments within ZERGAW ISP as necessary.

• Escalate unresolved issues to the appropriate internal team (e.g., technical team or finance team).

• Send regular and timely payment reminders to clients, depending on the rules set by the company, and inform the consequences of missing payments for the continuity of services a client has subscribed to.

• In case of service discontinuity, ensure company set closure procedures are followed.

• Conduct customer satisfaction surveys on regular basis and communicate the compiled feedback/findings to the company.

• Based on identifying clients demands and problems, pitch for additional services the company provides. Prepare accurate and timely performance reports for a team leader and maintain smooth relationships within the company's system.

• Undertake additional tasks as requested by the company.

Qualifications and Requirements

• Bachelor degree or equivalent in Information System, IT Management, or related fields.

• 2-3 years of experience in a similar role.

• Excellent written and verbal communication skills in Amharic and English.

• Proficiency in MS Offices (Microsoft Word, Excel, Outlook, and PowerPoint).

• Willingness to learn ZERGAW's ERP software.

• Understands and implements discretion and confidentiality of data related to the company, employee, and clients.

• Passion for tech and willingness to learn new things.

How to apply:

• Interested applicants are required to complete this online form by August 5, 2023. We parallelly conduct interviews for earlier applicants. Only shortlisted applicants will be contacted for interview.

• The data collected will exclusively be used for employment purposes and will be kept confidential. Thank you in advance for your interest and for taking the time to complete the form.

• Register using the following link CLICK HERE