Job Description
Applications are invited from suitably qualified candidates for the above vacant position of Support Officer for our Online Solutions Business Unit. Webdev (Pvt) Ltd is Zimbabwe’s leading web hosting, web development, online marketing, e-commerce, online payments and, a multi-award-winning company and a market leader. Webdev is an employer of equal opportunity and offers a competitive salary and benefits. The required incumbent will be responsible for the following efficiently handle incoming and outgoing customer inquiries across its multiple channels. This position will be based in Harare and will report to the Operations and 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 Operations and Support Lead.
• Provides continuous feedback to customers on all queries logged.
• Utilizes customer interfaces to build rapport and cross-sell relevant Company products and services.
• Liaise with billing and accounts staff with customer account queries.
• Assist Webdev sales staff with queries or advice assistance.
• Escalates any system malfunctions that may interfere with normal activity to the Operations and Support Lead immediately
• Contributes to the growth and new business by providing excellent service, knowledge of products and upselling, and ensuring customer satisfaction.
• Develop and manage good, professional working relationships with all stakeholders, including internal staff
• Strict adherence to policies and procedures
Qualifications and Experience
• Degree or HND in Computer Science/Information Systems or similar is preferred
• 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
• Excellent verbal and written communication skills
• Ability to learn fast
• Customer Oriented
How to Apply
Individuals who are interested and meet the above criteria should;
Click to follow this link; https://forms.gle/sBgYvShML3e4Mse87 and complete the Application form by 23 November 2020.
No direct e-mails and no canvassing.
Only Application forms will be reviewed and shortlisted candidates will be contacted.
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