Customer Service Agent

About Afghan Wireless Communication Company

Afghan Wireless is Afghanistan’s first wireless communications company. When it began operations in 2002, we founded Afghanistan’s mobile communications industry by being the first enterprise to offer cell phone service to Afghan consumers and businesses. For well over a decade, Afghan Wireless has driven the rapid growth of our nation’s communications market, through its innovative development and deployment of global-class High-Definition (HD) Voice Communications, Internet, Data, and Mobile Payments Services. More than 6,000 people work for Afghan Wireless, and our Company is directly responsible for the creation of 100,000 jobs throughout Afghanistan

Job Summary

Guiding them how to make satisfy the customers, customer problem solving, giving information regarding company new promotions to customers and other related works of CS department.

Duties & Responsibilities

•   You will be direct reporting to Sr. Customer Service Officer

•   You will responsible to attend any type of complain / customers visiting the brand shop and provide them the core value of customer care.

•   Handling Customer Complain. Assist with Client Services as needed

•   Providing help and advice to customers using your organization’s products or services.

•   Your main area of services will be identifying the customer problems and promote sales.

•   Liaising the customer within the given SLA.

•   Your will be responsible to process the customer complain / issue, request etc within the given SLA.

•   Escalating the customer complain, problem / issue request within the given SLA.

•   Updating the customer after successful service and get their feedback if any.

•   Responsible for meeting both SIM & Recharge Target on monthly basis.

•   Ensure that your presence is a positive effect on sales and brand image in the market.

•   Responsible for submitting of daily sales report to the Sr. customer Service officer 

•   Responsible to work with a team and create a pleasant team work environment.

•   Responsible to maintain his sales receipt / Sales Invoice, SAF Submission record.

•   Ensure to follow the ATRA rules and regulation while selling the Sims in the open market.

•   You will be responsible to submit the SAF on time to SAF management and update your record of SAF submission.

•   Additional Responsibilities:

•   Keeping accurate records of discussions or correspondence with customers.

•   Responsible to provide over all service, sales, marketing and customer care.

•   Create method to provide feedback and Quality Assurance on identified errors.

•   Ensure to track the daily visits of customers and solve cases by CS Agents.

•   Ensure to provide the best customer care and sales service in our brand shops.

•   Implement Customer comments Card in all brands hops.

•   Ensure the availability of the sim stock in all Herat region brand shops.

Job Requirements

•   Maintaining a positive, empathetic and professional attitude toward customers at all times.

•   Responding promptly to customer requires.

•   Communicating with customer through various channels.

•   Acknowledging and resolving customer complaints.

•   Knowing the products of the company and out so that you can answer questions.

•   Processing orders, applications and requests.

•   Communicating and coordinating with colleagues as necessary.

•   Ensure customer satisfaction as well as provide professional customer support.

•   Management Skills.

•   Ability to stay calm when customers are stressed or upset.

•   Comfortable using computers.

•   Excellent Interpersonal Skills.

•   Technical knowledge of product & services and network platforms.

•   Presentation Skills.

•   Analytical thinking.

•   Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

•   Having high skill of typing in English  

•   Good in Pashto but Fluent in English and DariHigh School diploma, University degree of BA or equivalent.

•   Know-how use SRM

•   Know-how to use SIM Manager

•   Know-how to use CCSM

•   Know-how to use SAF Management Application

Submission Guideline

The interested candidates should submit their resume with recent photo by email to:

jobs@afghan-wireless.com

Kindly mention the position title in the subject line of your e-mail. AWCC regrettably cannot respond to individual queries in relation to job or on the status of individual applications due to high numbers of applicants. If you have not been contacted within 2 weeks after the closing date, then please assume that your application has not been successful.

Functional Area

Customer Service

Administrative

Countries

Submission Email

jobs@afghan-wireless.com

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