JOB DETAILS

Job Title: Customer Support Officer, CIV (Bilingual)

Department: Commercial
Location: Abidjan, Cote d'Ivoire
Number to Hire: 1
Job Type: Permanent
Minimum years of Experience: 2

Responsibilities

The Customer Support Officer will be responsible for monitoring and reporting service levels in line with customer contracts, as well as managing CIV accounts and relationships.

Other job responsibilities include:

  • Manage change requests and contract renewals.
  • Serve as the primary customer contact for technical and business issues for CIV accounts.
  • Manage special requests such as bandwidth on demand, relocation, migration, IP address requests, price reduction, additional capacities, etc.
  • Introduce new product offerings and features.
  • Liaise with Sales, Marketing, Technical and other customer-facing functions to implement agreed SLA standards aimed at enhancing customer satisfaction and promoting loyalty.
  • Ensure effective monitoring and reporting of customer performance and utilisation.
  • Ensure regular customer engagement via calls and visits.
  • Schedule and attend customer service review meetings as required.
  • Initiate discussions on up sell /cross sell and refer to Sales team.
  • Follow up with the technical team to ensure timely equipment retrieval from churned clients for re-use.
  • Review and reconcile qualified outages or any breach in SLAs especially upon requests.
  • Continuously review processes and behaviors across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
  • Attend customer events (as required) for CIV accounts.
  • Track/monitor operational issues and follow up with assigned personnel to ensure timely resolution of problems.
  • Manage the process for communicating scheduled outage/emergency activities to internal and external customer base on a timely basis, ensuring availability of accurate data for escalation.
  • Ensure customer data is updated and customer activity effectively tracked in sales force.
  • Perform other tasks as may be required.

Qualifications, Skills & Competencies

Qualifications:

  • Bachelor’s degree in a relevant field.
  • At least two (2) years’ relevant experience.

Skills & Competencies:

  • Must be Bi-lingual (fluent in both English and French written and oral communication)
  • Candidate must be resident in Abidjan
  • Experience in Customer Support MNO
  • Skilled in Billing, Bookkeeping and Spreadsheet
  • Ability to be a Finance support
  • Strong interpersonal and relationship building skills
  • Strong oral and written communication skills
  • Detail-oriented and able to take ownership of assigned tasks. Accountable and dependable.
  • Strong organizational skills
  • Proficiency in the use of MS Office suite and Sales/ CRM software.
  • In-depth knowledge of MainOne’s product and service offerings.
  • Ability to manage difficult situations and customers.
  • Ability to read, analyze and interpret general business documents (terms and conditions, technical procedures, etc.)
  • Keen attention to detail.
  • High level of integrity and professionalism, especially in dealing with highly confidential information.
  • Time and priority management skills.
  • Strong analytical and problem-solving skills.

Demands of the Job

  • Result-oriented disposition
  • Ability to multi-task efficiently without compromising on quality
  • Ability and willingness to work long hours and meet tight deadlines
  • Ability to work with minimal supervision
  • Periodic visits to customer locations