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  • Posted: Oct 13, 2020
    Deadline: Not specified
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    Jamii Telecommunications Limited (JTL) is a privately owned Kenyan telecommunication service provider offering broadband and mobile services under the "FAIBA" brand.
    Read more about this company

     

    Customer Experience Executive, Nairobi

    JTL-CS-CEE-10-20

    CUSTOMER EXPERIENCE EXECUTIVE ROLE

    We are seeking to recruit a Customer Experience Executive to provide a point of communication and contact with customers to address concerns and complaints and review the customers’ comments regarding their experience while reviewing all customer information in company databases to ensure that it is up to date

    CUSTOMER EXPERIENCE JOB RESPONSIBILITIES

    • Respond to customer inquiries and make every effort to satisfy the caller’s inquiry and maintain a good relationship with the customer.
    • Calm dissatisfied customers resolve complaints and report both the complaint and solution to the Team Leader / Customer Service Manager.
    • Inform customers of all additional defects found on their accounts / links, or other work required, and gain express authority for such work, prior to commencement.
    • Collate required information by conducting proactive discussions with customers to identify and prevent potential problems.
    • Provide customers with product and service information
    • Process orders, forms and applications
    • Identify and escalate priority issues
    • Answer calls and route to appropriate resource where necessary and complete call logs and reports.
    • Inform customers of all related issues on their accounts or connections, which have will affect their satisfaction with the services offered such as any authorizations required, service upgrades, utilization (over utilization), expected outages or service fluctuations etc.
    • Contact customers on any issues identified as concerns from JTL such as overdue accounts, compromised networks etc.
    • Follow up with internal departments to ensure that all agreed transactions with customers are settled appropriately.
    • Any other responsibilities as may be assigned to you from time to time.

    QUALIFICATIONS FOR THE CUSTOMER EXPERIENCE EXECUTIVE ROLE

    • Minimum Diploma in Marketing, Communication, Public Relations, IT/ Telecommunications or Business-related field.
    • Prior experience working at a Contact Centre is highly desirable..
    • Excellent listening, negotiation and presentation abilities
    • Strong verbal and written communication skills

    go to method of application »

    Network Monitoring Engineer, Nairobi

    JTL-NCO-NME-10-20

    NETWORK MONITORING ENGINEER ROLE

    We are looking to recruit a hardworking Network Monitoring Engineer, to Monitor and manage JTL Network and Systems – GPON, SDH, Core/IPMPLS, LTE RAN/CORE and Power system alarms, events, service outage, and network performance.

    NETWORK MONITORING ENGINEER JOB RESPONSIBILITIES

    • Detection of Network faults/anomalies from NMS/NPM 7×24, and dispatch to Maintenance teams to resolve in the form of Trouble tickets within set timelines.
    • Follow-through of Network failures’ resolution while making necessary Escalations to ensure faults resolution within set SLAs.
    • Keep management and other business units informed during system/Network outages by sending out SMS and email notifications.
    • Commission/admit new network elements to the Network as per the provided guidelines.
    • Offer technical support to field teams on the phone to isolate or fault on Network faults.
    • Manage access requests to JTL Partners collocation rooms for field Engineers for faulting purposes where needed.
    • Prepare daily Network faults/maintenance report.
    • Manage network infrastructure database. (3rd party providers contacts, utility accounts, and contacts).

    QUALIFICATIONS FOR THE NETWORK MONITORING ENGINEER JOB

    • University degree in a relevant field (Electrical and Electronic Engineering, Telecoms, Computer Science / IT).
    • Confident communicator and possess excellent attention to detail,
    • Good analytical and problem-solving skills.
    • Self-awareness and assertiveness.

    Method of Application

    Use the link(s) below to apply on company website.

     

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