Addis Ababa
LonAdd Consultancy PLC( Recruiter/ 86214)
LonAdd HR Consultancy Plc (www.lonadd.com) is a Recruitment & Outsourcing Company based in Addis Ababa, Ethiopia, with branch offices in Dukem and Hawassa. We are recruiting Customer Care Executives for an international company engaged in the business process outsourcing sector.SUMMARY:  The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers. The primary focus of a Customer Care Executive is to competently assist; retain; and/or resolve customers’ queries.Main Duties: Build rapport with customers by handling each and every customer call in a courteous; and professional manner.Ensures consistently imparts the correct product and services information during each call.Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service.Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.Ensure that the quality of each call is in compliance with predefined quality parameters.Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.Utilizes the relevant tools and resources provided by the Company to respond to customer queries and requests.Ensure strict adherence to established attendance schedules.Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.