Manage and resolve all customers inquiries effectively, professionally, and satisfactory in line with Smart’s brand

To listen to all our stakeholders actively and empathetically as well as follow up customer enquiries on calls or emails where necessary.

To humanize our customer experience and create memorable experiences

To provide and maintain first line call resolution / support; reduce the number of calls transferred.

To acquire knowledge relevant to the current job setting and relevant to the industry we are in.

To actively maintain status updates and requests from customers and ensure follow-up till closure on all calls.

To adequately provide customers with relevant product and service information.

Identifying and escalation / communicating any system downtimes timely to all service providers.

Maintain up-to-date customer and provider contacts for purposes of proper communication.

To collect feedback on Smart system acceptance, service delivery, and assist in conducting CX center satisfaction surveys.

Perform weekly calls to random service providers to ascertain the quality of service received from Smart to enhance brand experience.

Manage and provide timely responses for the 24/7 live chat app for customer inquiries.

To share a daily, weekly, and monthly call center analysis report.

To identify and document all CX Centre problems by preparing a root cause analysis

Record all calls received on the call Centre system for tracking purposes.

Identify innovative processes/solutions and ensure implementation

Offer exceptional brand experiences- for all our existing customers or prospects, across all touchpoints.

Perform other support duties as may be assigned.