Duties and Responsibilities:

• Inbound Calls: Handle incoming customer calls related to service inquiries, issues, and support.
• Outbound Calls: Make outbound calls for follow-ups, surveys, and proactive customer communication.
• Issue Resolution: Address and resolve customer concerns, escalating complex issues as needed.
• Product Knowledge: Demonstrate a comprehensive understanding of ISP services to assist customers effectively.
• Order Processing: Assist customers with service orders, upgrades, and cancellations.
• Billing Support: Address billing inquiries, explain charges, and assist with payment-related matters.
• Technical Assistance: Provide basic technical support and guide customers through troubleshooting steps.
• Documentation: Record and document customer interactions and issue resolutions accurately.
• Customer Satisfaction: Ensure a high level of customer satisfaction through clear communication and effective issue resolution.
• Reports: Directly to the Chief Operating Officer (COO)or collaboratively to the Managing Director

Qualifications:

– High school diploma or equivalent; additional education is a plus.

– Customer service certification is advantageous.

Experience:

– Previous experience in customer service, preferably in a call center environment.

– Familiarity with using call center software and customer relationship management (CRM) systems.

Skills:

– Exceptional verbal communication skills and a clear phone manner.

– Active listening skills to understand and address customer needs.

– Patience and empathy when dealing with diverse customer inquiries.

– Proficient in multitasking to navigate between systems and assist customers efficiently.

– Time management skills to meet call handling targets and deadlines.

– Adaptability to handle various customer issues and concerns.

– Problem-solving abilities to address customer inquiries and resolve issues.

– Familiarity with product or service knowledge to provide accurate information.

– Team-oriented mindset with the ability to collaborate with colleagues.

– Positive and professional attitude in all customer interactions.

How to apply for this role:

To apply, please fill out the application form below, providing your name, email, phone number, cover letter, and uploading your CV file (maximum 3 pages). Ensure all the required information is accurately provided.

Closing Date:

16th February 2024, at 5 pm. Only shortlisted candidates will be communicated to for an interview. Telecel Liberia is an Internet Service Provider and an equal opportunities employer; all who meet the criteria are encouraged to apply.

Your covering letter should make a compelling case for why you feel motivated to work for Telecel Liberia in this role, as well as giving a concise overview of your most relevant skills and experience. Please limit your cover letter to no more than one page of A4 in PDF format.