JOB DETAILS:
Outbound Call Center Agent – Home Broadband will make outbound calls to Home broadband customers to collect feedback about the products/ services and customer experience.
They will also use all opportunities to upsell and cross sell the home broadband products.
Reports to: Team Leader – Customer Operations
Main Job Functions:
• Retain existing customers through customer satisfaction surveys, campaigns, follow up calls, carrying out health checks, offering upgrades / renewals and addressing any customer issues that come up.
• Campaigns support: support marketing campaigns to targeted customers to promote special offers, educate on product changes and support new product enhancements /launches.
• Relationship management with both prospects and existing customers. They will support this through building rapport, understanding customer needs and maintaining regular communication to drive loyalty and satisfaction.
• Gather valuable market insights through proactive communication and engagement strategies.
• Ensure that all client details are fully captured onto the appropriate systems, including marketing and sales information.
• Optimize the value for customers by identifying needs and providing recommendations of solutions-based product development, marketing, and sales to the company.
• Effectively present key features and benefits of Home Broadband products and services via the telephone to secure new business in all the identified sales opportunities
• Ensure adequate knowledge of MTN products and services and of its competitors in order to achieve the requirements of this role
• Handle customer queries and or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.
Education:
• A minimum of a bachelor’s degree
Experience:
• 1 to 2 years’ experience in a customer center/call center environment
Knowledge, Skills and Competencies
• Telephone Etiquette
• Customer Service Training
• Products, Policies and Procedure Training
• Contact Centre applications
• Service Excellence
• Flexibility and Agility in regard to working hours.
• Planning and organizational skills
• Communication skills
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Troubleshooting
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Friendly.
• Can-do.
• Integrity.
• Reliability
• Courteousness
• Helpfulness
Female Applicants are strongly encouraged to Apply!
Work Hours: 8
Experience in Months: 6
Level of Education: Associate Degree
Job application procedure
More Information
- Salary Offer 100000 - 5000000 USD 100000 - 5000000 Month
- Address Kampala, Kampala, Kampala, Uganda
