Job Description
Applications are invited from suitably qualified candidates for the above vacant position of Support Officer. Webdev is a rapidly growing equal opportunity employer seeking the services of a competitive Support officer to efficiently handle incoming and outgoing customer inquiries across its multiple channels. This position will be based in the Contact Centre and will report to the Support Lead.
Duties and Responsibilities
• Handles each customer efficiently, treats them with respect and provides the ultimate customer experience.
• Resolves all customer queries that come through our multiple channels on time as per set key performance indicators, taking accountability for all issues, and only escalates exceptional cases to the Support Lead.
• Provides continuous feedback to customers on all queries logged.
• Utilizes customer interfaces to build rapport and cross sell relevant Webdev products and services.
• Liaises with Support Lead and calls customers with overdue, suspended or terminated services and offers assistance.
• Escalates any system malfunctions that may interfere with normal activity to the Support Lead immediately
• Contributes to Webdev growth and new business by providing excellent service, knowledge of products and upselling and ensuring customer satisfaction.
• Carries out outbound campaign calls as per instructions from the Support Lead and in line with Campaign script(s).
• Develop and manage good, professional working relationships with all stakeholders, including internal staff
• Strict adherence to Webdev policies and procedures
Qualifications and Experience
• Degree or HND in Computer Science/Information Systems or similar
• Experience in a Contact Centre, IT Help Desk, Support or similar
• Sufficient experience working in a service delivery role
• Experience in the use of Microsoft Windows/Microsoft Office
• An understanding of the principles of e-commerce and online payments
• Ability to work in a high-pressure environment
How to Apply
Individuals who are interested and meet the above criteria should;
Click to follow this link; https://forms.gle/HX4sTGRCLZCS7GRBA and complete the Application form by Friday, 3 July 2020.
No direct e-mails and no canvassing.
Only Application forms will be reviewed and shortlisted candidates will be contacted.
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