Helpdesk Coordinator

Full time Econet Wireless Zimbabwe in Customer Care
  • Post Date : January 19, 2023
  • Apply Before : January 25, 2023
  • View(s) 1920
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Job Detail

  • Career Level Others
  • Experience 2 Years
  • Industry Telecommunications
  • Qualifications Bachelor's Degree

Job Description

Job Purpose

The incumbent is responsible for second-level customer support for the Contact Centres and Retail Shops personnel thereby facilitating a seamless end-to-end customer experience.


Key Responsibilities


  • Responds to and investigate customer/ end user inquiries and issues via logged phone calls and email in a timely and courteous manner
  • Processes bulk airtime adjustments (MTRs) for corporate customers and staff
  • Identifies problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems
  • Performs changes/modifications, on subscriber profiles as per customer requests and in line with prescribed business policies and procedures
  • Activates Value-added services/supplementary services (Roaming, data)
  • Escalates and follows up on unresolved queries with 2nd level support (NoC, EcoCash, Billing etc.)- to ensure full resolution of customer queries
  • Comes up with initiatives that ensure first contact resolution is in line with digital transformation drive
  • Provides Billing related queries support within agreed turnaround times.
  • Participates in UATS for selected products & services before official launch to customers and raise key issues from a customer perspective and report these obstacles to team leader.
  • Maintains strict confidentiality of information that may be disclosed when working on users systems
  • Identifies and escalates appropriate training for CSRs for an effective first contact resolution to improve customer experience
  • Organizes and maintains a proper filing system to ensure easy retrieval upon request
  • Participates in weekly and monthly platforms reconciliation activities to ensure data consistency and minimize revenue leakage.



Qualification, Skills and Experience


  • Higher National Diploma in Marketing, Sales or equivalent.
  • 1 to 2 years’ experience in a similar or related environment.
  • Ability to work with minimum supervision.
  • Excellent systems navigation and computer handling skills.

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