CRM Assistant

About UA Telecom

UA Telecom is a fast-growing ISP, operating in Afghanistan since 2009, providing fast & reliable Internet services all over Afghanistan through Wireless, Fiber Optic, Microwave and VSAT platforms.

For more info please visit our website www.uatelecom.af

Job Summary

The CRM Assistant will respond promptly and professionally to customer inquiries regarding company services. This role focuses on maintaining high-quality standards and fostering strong connections with customers to ensure exceptional service and 100% satisfaction.

Duties & Responsibilities

• Protect UA Telecom's values by keeping information & data confidential.
• Track all UCRM tickets and handle complaints, provide appropriate solutions and alternatives within the time limit and keep in touch until an opened ticket is closed.
• Update customer records & contracts like; new contracts, expired contracts, amendment and contract extension on monthly base, including Business License, Tazkira & Photo ID Cards.
• Encourages customers to complete surveys quarterly and prepare the whole report of each individual customers and pitch ideas for improving customer care & services.
• Control customer turnover & answer customer’s inquiries via phone, email or in person.
• Develop Customer’s Life Cycle and generate leads from current resources and customers.
• Keep updated UCRM with accurate customer’s details on daily base.
• Keep updated collection/ billing team on new or current customer’s payable accounts or extra charges and reconcile receivables of customers at beginning of each billing month.
• Up-to date with customer’s all sort of queries or requirements whether it is termination, suspension, discount, receivables or technical issues.
• Control customer turnover & customer retention.
• Maintaining and develop relationship with actual and new customers
• Manage large amount of incoming calls and emails on daily base
• Generate sales leads from current actual customers
• Resell to the existing & terminated customers.
• Inform and keep in touch with customers in case of any technical crises
• Follow up on every issue and ensure complete satisfaction and maximum utilization of the internet services sold to customers.
• Able to offer ideas and insight to solve customers’ issues and challenges
• Working closely with all departments to ensure the CRM works effectively for all aspects of the company and customers.

Job Requirements

1. Bachelor's degree in Business or a related field.
2. Minimum of 3 years of experience in sales, marketing, or technical roles.
3. Proficiency in English and local languages (Dari & Pashto).
4. Proven ability to effectively address customer inquiries and concerns.
5. Comprehensive understanding of the organization’s products, services, and policies.
6. Strong multitasking and time management abilities.
7. Customer-focused with the capacity to adapt and respond to diverse personalities.
8. Highly responsive and proactive in taking action.

Submission Guideline

Interested candidates are invited to submit their applications by November 10, 2024.

Please send a cover letter along with an updated CV in Word format to vacancies@uatelecom.af. To ensure your application is considered, please include the position title and vacancy number in the subject line of your email, formatted as below:

CRM Assistant | UAT-VA-CRMA-2200-J

Only shortlisted candidates will be contacted for a written test or interview.

Functional Area

Customer Service

Sales/Marketing

Customer Care

Countries

Afghanistan

Provinces

Kabul

Submission Email

vacancies@uatelecom.af

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