Customer Support Representative at Hubtel

Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; educating and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Responsibilities (functions and duties):

• Contribute to team effort by accomplishing related results as needed
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Resolve customer complaints via phone, email, mail or social media
• Utilize computer technology
• Work with the customer service manager to ensure proper customer service is being delivered
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media

Knowledge and Critical Skills:

• Product Knowledge
• Listening Skills
• Multitask
• Attention to Detail
• Analytical/Problem Solving
• Ability to Work Under Pressure/Adaptability
• Computer Skills

Qualifications:

• Tertiary certificate, or Degree in any related field;
• 1+ years’ experience working in a similar role
• Have a high level of written and oral communication skills.

Other Requirements:

• Ability to work from home with reliable internet connectivity and stable power.
• Ability to provide your own equipment (laptop) for work.

Key Performance Indicators:

Performance on this role will be measured by;

• Customer Satisfaction