Inbound Agents-Uganda

Job ID MBPS-0404906 Job type Full-time Complementary
Work country South Africa Posted 25-Aug-2011
Work city - Any Job area IT & Telecommunications (non consulting)
Travel No travel Job category Other
Business unit GlblCRMSolns Job role General Personal Service Specialist
Job role skillset General
Commissionable/Sales-Incentive jobs only No

Job description
. Handle incoming calls and offer solutions to customer queries in a satisfactory manner maintaining the standard of quantity and quality of customer communications.
. Exercise empathy, patience and professionalism at all times in responding to customers regardless of the issue or customer's demeanor and must successfully handle difficult or sensitive issues with customers.
. Develop comprehensive knowledge of company products by researching and revising material on product information and product changes. Educate and advise customers on all aspects of products and services to enhance customer satisfaction.
. Receive and process customer requests accurately using the computer systems in accordance with the revenue assurance guidelines.
. Use appropriate customer service systems, processes and procedures to resolve customer issues accurately and promptly at every point of contact
. Logging of customer queries and call classifications to assist in follow up and evaluation of customer complaint data for trends and preparation of reports
. Perform any other relevant duties that may be assigned from time to time.

Required

* High School Diploma/GED
* At least 6 months experience in Excellent organisational and planning skills
* At least 6 months experience in Good verbal and written skills and the ability to communicate with customers and staff at all levels
* At least 6 months experience in Time-management skills
* At least 6 months experience in Administration skills
* At least 6 months experience in Decision making
* English: Fluent

Preferred

* Bachelor's Degree
* At least 1 year experience in Excellent organisational and planning skills
* At least 1 year experience in Good verbal and written skills and the ability to communicate with customers and staff at all levels
* At least 1 year experience in Time-management skills
* At least 1 year experience in Administration skills
* At least 1 year experience in Decision making

Additional information
Fluency in LUGANDA is a must.

Knowledge of Runyakitara, Swahili, Luo, Iteso languages are preferred.

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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