Omni-Channel Contact Center Representative (Contractor)

Mission
· To actively contribute to division targets, including Service Level, answer rate, indexing documents within SLA, collection calls, and increasing digital transformation rate.
· To maximize customer satisfaction by resolving queries on the first call whenever possible before escalation to CR technical support.
· To provide comprehensive support across all channels, leveraging internal expertise to resolve inquiries and elevate customer experience.
· To guide customers toward digital self-service options and social media support to reduce contact center traffic (Contact Rate).
Roles & Responsibilities
· To support company subscribers’ queries, comments, issues, and questions received through all channels based on MTNIrancell Customer Relationship PPPs and agreed SLAs/Team Targets, and liaise with internal subject matter experts as required to ensure superior customer experience.
· To encourage customers to use digital and online channels, including self-service and social media, to decrease call center contact rate.
· To collect customer needs by asking open-ended questions, analyze received customer queries, raise related logs, and escalate them to related teams based on CR standards.
· To offer new services/products to customers as per process.
· To increase the digital transformation rate and encourage subscribers to use digital/social media-based solutions according to the CR approach.
· To maintain up-to-date knowledge of company products, CR processes, and sales and marketing promotions to effectively communicate with customers, describe products and services in detail, and provide feedback to QA, supervisor, and CLF to ultimately improve customer experience.
· To refer unsolved queries and major issues to the CR technical support team and Omni-Channel Contact Center Supervisor based on policy.
· To support the team through all channels, including calls and online chats, to enhance customer support and help achieve assigned team targets.
Education
· B.Sc. in Commerce (Marketing / Communication) or related.
Experience
· Minimum of 2 years of experience in an area of specialization, with experience in working with others.
· Experience working in a small to medium organization.
· Experience working in contact centers is preferred.