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12 Feb 2020

Customer Care Agent – Hargeisa, Somaliland

Job Description

Job Description

VACANCY ANNOUNCEMENT

Customer Care Agent

SO! Ltd is the only Authorized Retail Agent for Somcable!!!

It is an ISP that fulfills the connectivity requirements for Organizations and individuals in Somaliland. SO! Uses the latest technology to deliver a full suite of world class services to its customers.

SO! Builds upon Somcable’s strength by using their fiber optic network infrastructure to deliver complete solutions for High Speed Internet, Voice, Multimedia and Enterprise Solutions. This makes SO! The most comprehensive ISP, the only and largest fiber network provider for all of Somaliland communication requirements.

We believe in leadership through people. Our technology and service-delivery strengths comes from our valued employees who have joined SO! & Somcable from all over the world to earn customer trust and loyalty with a continuing commitment to the deployment of innovative technology, reliable, affordable high-quality services and excellent customer care.

Who we are looking for:

Our company is searching for a motivated and experienced Call Centre Agent to lead to be an active member of the call centre crew. Your goal is to receive calls from clients, record and respond to various customer issues all across the country regions.

To qualify for the role, the ideal candidate will have proven experience working in call centre operations preferably in the telecommunication industry, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong ability to work under pressure.

Position Customer Care Agent
Reports to  Customer Care Manager
Supervisees N/A
Duty Station Hargeisa, SO! HQ
Salary As per Somcable SO! Salary Scale
Starting Date As soon as possible

Duties and Responsibilities:

  • Manage large amounts of inbound and outbound calls in a timely manner.
  • Able toquickly identify customer’s needs and provide swift solutions.
  • Maintains and improves customer care activities by adhering to routines,SOPs and guidelines.
  • Adhere to any new policies, procedures and routines implemented by the Customer Care Manager
  • Tracks customer issues until completion, and where completion is slightly delayed offers courtesy call to customer updating them on the progress of their situation.
  • Follow communication scripts when handling different topics.
  • Seize opportunities to upsell and cross-sell products when they arise.
  • Build sustainable relationships and engage customers by taking the extra mile.
  • Keep information flowing by share it as soon as you receive it; if you see something, say something.
  • Tracks customer issues until completion, and where completion is slightly delayed offers courtesy call to customer updating them on the progress of their situation.
  • Performs other duties as assigned by Customer Care Supervisor and/or Customer Care Manager.

Requirements:

  • Suitable verbal and written communication skills
  • Phone skills
  • Listening skills
  • People skills
  • Reporting skills
  • Customer experience (CX) focus.
  • Data entry skills

Education: Minimum Bachelor degree

Microsoft software (Mainly Excel)

Languages: English and Arabic

  • How to Apply:

All interested applicants should forward their CV’s and Cover Letter to hr@somcable.com the subject line should clearly read ‘’ (Customer Care Agent)the deadline for receiving applications is Saturday22th February 2020.

SOMCABLE SO! IS AN EQUAL OPPERTUINITY EMPLOYER

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