Helpdesk Coordinator || Econet Wireless Zimbabwe

  • Harare

Econet Wireless Zimbabwe

DUE : 25 JAN 2023

Job Description
Job Purpose
The incumbent is responsible for second-level customer support for the Contact Centres and Retail Shops personnel thereby facilitating a seamless end-to-end customer experience.

Key Responsibilities
Responds to and investigate customer/ end user inquiries and issues via logged phone calls and email in a timely and courteous manner
Processes bulk airtime adjustments (MTRs) for corporate customers and staffIdentifies problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems
Performs changes/modifications, on subscriber profiles as per customer requests and in line with prescribed business policies and procedures
Activates Value-added services/supplementary services (Roaming, data)
Escalates and follows up on unresolved queries with 2nd level support (NoC, EcoCash, Billing etc.)- to ensure full resolution of customer queries
Comes up with initiatives that ensure first contact resolution is in line with digital transformation drive
Provides Billing related queries support within agreed turnaround times.
Participates in UATS for selected products & services before official launch to customers and raise key issues from a customer perspective and report these obstacles to team leader.

Maintains strict confidentiality of information that may be disclosed when working on users systemsIdentifies and escalates appropriate training for CSRs for an effective first contact resolution to improve customer experience
Organizes and maintains a proper filing system to ensure easy retrieval upon requestParticipates in weekly and monthly platforms reconciliation activities to ensure data consistency and minimize revenue leakage.

Qualification, Skills and Experience
Higher National Diploma in Marketing, Sales or equivalent.
1 to 2 years’ experience in a similar or related environment.
Ability to work with minimum supervision.
Excellent systems navigation and computer handling skills.

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