Customer Engagement Consultant (Somali Speaking)

Are you an experienced and dynamic professional fluent in Somali? We’re looking for a Customer Engagement Consultant to join our team at ikeja, where you’ll play a crucial role in delivering an exceptional customer experience.

As a Customer Engagement Consultant, you’ll be the first point of contact for our customers, guiding them through their entire journey with ikeja - from sign-ups to managing their internet experience. This role is essential to ensuring our customers feel valued and supported at every step.

You’ll engage with customers across various channels, including calls, emails, WhatsApp (both calls and texts), in-app communication and social media. Your goal will be to create an outstanding customer experience by effectively managing and resolving their queries.

Key Responsibilities

• Respond to and resolve customer queries across multiple channels: WhatsApp, email, in-app, social media and phone.
• Quickly identify the nature of incoming queries and allocate them to the appropriate channels or address them using your expertise.
• Create and manage tickets for each customer interaction, ensuring accurate documentation of:
• The customer's query or complaint.
• Troubleshooting steps taken and the final resolution.
• Collaborate with the Network Operations Center (NOC) to escalate unresolved issues, ensuring tickets contain all necessary information for swift action.
• Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction and ticket management.
• Contribute to the continuous improvement of customer response protocols.
• Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries.
• Adhere to project schedules and communicate any foreseeable risks.

Qualifications:

• Matric certificate.
• Any related studies or a degree is advantageous.

Experience:

• Fluency in Somali (spoken and written) is required for this role.
• Experience in a call center environment or a similar role for 1 year or more.
• Previous collaboration with Network Operations Centers (NOC) is an advantage.
• Familiarity with markets similar to those ikeja serves and customer service experience in those markets is a plus.
• Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities.
• Ability to work independently and as part of a team.

Other requirements:

• Willingness to work the night shift.
• Must have own reliable transportation.

• The opportunity to grow both in your personal and professional capacity.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:

To apply for this role, please submit a resume outlining your experience and qualifications.

Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.