Dan Royal Job/Vacancies

ZAIN1145 - Customer Care Executive - Activation (3 months contract)

Basic Purpose:
Capture information for new customers in the system and stimulate the speed of the registration and contract modifications. Provides initial support for customer inquiries received via telephone or written
correspondence and escalates those that are beyond own area of expertise. Receives and records customer information into customer management systems. Controls the quality of activations and modifications done at Zain and Distributor Shops.
Main Duties & Responsibilities:
Receive and respond to incoming calls and take ownership of any issue raised until resolution is achieved :
* Responds to calls and identifies the customers needs

* Provides information or solutions to queries raised by the customers

* Records Customer information on the activation log sheets

* Monitors own performance against set targets (KPI's) and takes remedial action where the performance falls short
Activate subscriber numbers on the prepaid and postpaid billing systems:
* Checks the availability of mobile and simcard numbers that are requested by customers for both the prepaid and postpaid system

* Books subscriber numbers on the Service Data point, in the case of prepaid activations

* Activates subscriber numbers in accordance with Company policy and Revenue Assurance guidelines

* Prepares files for batch activation whenever required and sends these to IT for action

* Continuously checks every transaction done and reconciles with the billing system and HLR to ensure accuracy and consistency
Resolve Customer queries:
* Resolves all escalated activation queries received from sales, the customer care frontline team and customers

* Updates the Customer on progress and or communicate solutions

* Escalates customer queries that cannot be solved on 1st contact to the escalations team

* Follows up with the relevant parties, obtains solutions and communicates to the customer
Maintain records and generate reports:
* Prepares daily individual performance activity reports

* Files the work done into the respective files on a daily basis
Competencies & Qualifications:
Qualifications
* University degree or equivalent

* Over 2 years experience in Call Centre

* Able to handle, prioritize, multiple projects simultaneously

* IT literacy

* Able to operate in a performance driven organisation

* Knowledge of English and Swahili

[scholarship 2010]

Competencies

Keen and attentive to detail

Energetic and goal oriented. Heaps of commitment. Loads of passion and energy for Zain
Able to handle pressure and to think on one's feet
Good sales skills and ability to close
Strong interpersonal skills

Excellent communication skills
Willingness to work in shifts
Note: you will be required to attach the following:

1. Resume/CV
Apply now!