1. Establishing the trust and relationship with our users
2. Taking ownership of the testings and sharing the results them in a timely manner
3. Excellent communication and presentation skills
4. Humble and empathetic towards low-income smartphone users to try understand and solve their issues using our product
Key Activities
1. Maintain ownership of calls throughout the lifecycle of a callers request, including follow ups with escalation team until issue is resolved.
2. Meet personal targets and work towards meeting team targets.
3. Keeping a record of all of the interactions and details of the action taken.
4. Interact with internal team members to discuss and escalate specific customer queries
5. Proactive approach towards support
6. Handle a large volume of inbound and outbound calls in a timely manner
7. Identify the needs of customers, resolve issues, and provide solutions.
Areas of responsibility
1. Daily tracker update on calls and testing completed
2. Average Resolution Time (ART) to be maintained
3. Resolve issue as per the Customer Service Agreement and escalate in proper way according to escalation matrix
Critical Factors for Success
1. Seamless communication with your managers and colleagues
2. Close alignment with RLs core values and principles.
3. Mission driven, enthusiastic and optimistic - committed to transformation.
4. Enjoyment and ability to handle multiple issues and solve problems in a high growth, entrepreneurial environment.
