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Customer Services Representative Kampala

Posted by Multichoice Pay TV Company Private Northern
  • Company: Multichoice Pay TV Company
  • Experience: 6 months - 2 years
  • Studies: Bachelor
  • Category: Customer Service - Call Centre
  • Contract: Permanent
  • Salary: Over 100.000 / month (USh)
About Us:NFT Consult, a leading HR Consultancy firm, seeks to recruit for it valuable client, Multichoice is a proven market leader in the provision of subscriber management services for Pay-Tv options such as DSTV and GOTV. NFT Human Resource Solutions are customer tailored per industry requirements and are geared towards increased cost savings, process improvement leading to improved efficiency and effectiveness yet simultaneously strengthening quality and control of resources.Key Duties and Responsibilities: 1. Daily Activities:Cordially and quickly respond to customers in accordance with set guidelines for handling customer contacts on phone and face to faceOffer information or solutions to queries that are raised by customersRequest for and update the Customer’s information on the billing system for each contact handledCarry out transactions on the billing system in accordance with set procedures observing accuracy and minimizing errors.Receive payments for subscription and equipment sold at the counter and comply with the procedure for recording and banking at the end of each shift.Escalates customer queries that cannot be resolved on 1st contact in line with the approved escalation processAdhere to assigned roster/schedule observing shift times and allowed breaksComply with Service Level, quality and customer handling standards relating to call center and front desk customer interactionsObserve work ethics and positive behavior in accordance with the Customer care code of conduct.Handle company equipment and tools responsibly and report faulty and/or missing equipment immediately to the SupervisorProvide a daily collections summary for all payments received at the counter.2. Weekly Activities: Collect and document customer feedback and submit it to the Supervisor on a daily basis.3. Monthly Activities: Develop comprehensive knowledge of company products by researching and revising material on product information and product changes. Meet performance standards for product knowledge assessments.Qualifications, Skills and Experience: The Customer Services Representative should primarily hold a Bachelor’s degree or diploma in business related fieldComputer literacy skills in Microsoft Word, Excel and Internet or email.Excellent communication and interpersonal skillsThe applicant must be mature and confidentFriendlyExhibit high level of professionalismSkills in engaging in interactionsHigh levels of empathyPatientStrong work ethicHighly self-motivatedAmbitiousDriven by goals and targetsInspiring to othersHigh levels of accountability and ownershipEthical, Confidential, Mature with high levels of IntegrityA minimum of two years’ experience in a dynamic medium to large services company is desired but not requiredExcellent communication and interpersonal relationship skills.Fluent in English language and at least one local language
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