Customer Service Representative at Multichoice Malawi

Customer Service Representative – Vacancy

 

Multichoice Malawi is looking for a suitably qualified person to fill up the vacant position of Customer Service Representative.

The Customer Service Representative will be based at Blantyre office. He/she will be reporting to the Customer Service Supervisor.

Contact period: 3 months.

Job Purpose:

The Customer Service Representative is responsible for attending to customer calls and resolve queries.

 

Responsibilities:

• Initiate customer satisfaction survey to gain insight into customer perceptions
• Respond to queries/inquiries by clarifying and providing desired information.
• Maintain a professional attitude in challenging situations
• Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries.
• Fulfil customer requests by clarifying information, completing transactions and forwarding or escalating requests, as may be required
• Troubleshoot and resolve customer problems with our product by determining the cause of the problem, then follow through with resolution
• Reconnect customer’s accounts as per company Policy i.e. only when payment has reflected or Proof of payment has been submitted for follow up while following billing rules.
• Maintain up-to-date database by reconfirming and updating customer details as may be required during interaction.
• Ensure as much as possible, customer calls are handled with stipulated handling time set.
• Pursue opportunities to cross / upsell by disseminating information that could entice customers to uptake more products/services.
• Ensure customer education on alternative contact options.
• Explain the payment options and process mechanism to customers.

 

Qualifications:

• Diploma in Business Management or any other related field.

Method Of Application

Interested candidates should submit their application letter with a detailed CV and proof of qualifications, with at least three traceable references to: [email protected]

Or

Human Resources Manager

Multichoice Malawi

P.O Box 801,  Blantyre.

Closing date for receiving applications is Friday 5th July 2024. Shortlisting will occur on an ongoing basis as applications are received.

Only shortlisted candidates will be contacted.