Outbound Customer Representative

Purpose of the Position:

To actively engage in outbound calls to new, existing and disconnected customers with the intention to proactively retain subscribers and minimize churn. To cross-sell, upsell, add-ons sell and recommend product upgrades, reconnections and survey disconnected customers.

Responsibilities

• Contact 110 successful customers, attempt 260 clients per day.
• Maintain 85% QA score.
• Maintain 7% -15+%-average Team.
• Answer inquiries by clarifying and providing desired information.
• Provide excellent customer service.
• Apply innovative solutions to various types of concerns / complaints.
• Maintain a professional attitude in challenging situation.
• Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries.
• Fulfil customer requests by clarifying information, completing transactions and forwarding requests, as may be required.
• Troubleshoot and resolve customers’ problems with our product by determining the cause of the problem, then follow through with resolution.
• Achieve and maintain proficiency with our escalation matrixes.
• Maintain up-to-date database by reconfirming and updating customer details at every interaction (DBC).

Qualifications Essential

• A minimum of 25 points in grade 12,
• Professional communication skills, written and verbal
• Computer literate, numerical aptitude, and willingness to learn new skills
• Passionate about customers and service delivery
• Proficient in English (Proficient in any local language added advantage)
• Customer service orientated 9Tele sales skills added advantage

Behavioral Competencies

• Problem Solving
• Flexibility/Adaptability
• Target /Deadline driven
• Team Player
• Closing date: 13 June 2025
• Email CVs to: cv@aps.com.na