CATS-NET LTD Vacancy – Technical Customer Relations Officer

CATS-NET LTD Vacancy – Technical Customer Relations Officer

Job Title: Technical Customer Relations Officer

Company: CATS-NET LTD

Location: Dar es salaam

Position Type: Full-time

Position and description:

• Develop and maintain excellent relations with new and existing customers resulting in increased levels of customers retantion,this is to be achieved through proactive and reactive communication with all our customers.
• Interact with customers to provide and process information in response to inquiries concerns and requests about product and services .
• Develop and maintain excellent relations for retantion with clients who have either expressed a wish to cancell their services with us or whose recent account activity indicates that they may be considering cancellation of servises.
• Maintain excellent knowledge of our products and services in order to understand customers needs.
• Work closely with our support team to assist clients in trouble shooting their technical issues and assist in sorting them.
• Work closely with our support team to assure all the trouble tickets have been resolved and followup with customers after resolving their issues.
• Respond to incoming request for cancellation of service and persue our customers to remain with us .
• Keep track of customer usage through the software we use and persue clients to upgrade according to their needs and usage.
• Proactively contact customers who are indentified as risk of cancellation and ensure retantion and make sure that the client is happy.
• Identify opportunities to turn dissatisfied customers into happy customers
• Document customers outcome to add to our knowledge of reasons why customers choose to cancel service with us
• Identify new bussiness practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancelation
• Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives in line with markerting executive.This includes idea generation and exploration,preparing and presenting proposals,overseeng the creative and production process and championing successfull execution
• Conduct market research and competitor analysis
• Identify sale leads through established relationship and comuniocate effectively to our sales team
• Get testimornials from our customers and their authortizations to publish them.
• Deal directly with customers either by telophone,electronicaly or face to face .
• Respond promptly to customers inquiries.
• Handle and reslove customers complaints .
• Obtain and evaulute all relevant information to handle inquires and compliants .
• Perform customer verifications
• Direct request and unsolved to the designated resource
• Manage customers account

Additionaly:

• As a Technical Customer Relations Officer, your role revolves around bridging the gap between the technical aspects our service and the needs and concerns of the customers.
• Here’s a breakdown of your responsibilities:
• You’ll be the frontline support for customers who have technical questions or issues with the product or service.
• This involves troubleshooting problems, providing solutions, and offering guidance on how to use the product effectively.
• You’ll need excellent communication skills to convey complex technical information in a clear and understandable manner to customers who may not be tech-savvy.
• You’ll also communicate customer feedback and issues back to the technical team for resolution.
• You’ll be tasked with resolving customer complaints and issues efficiently and effectively. This might involve coordinating with various internal teams for resolution
• You must have an in-depth understanding of the product or service you’re supporting, including its technical specifications, features, and capabilities.
• This knowledge enables you to assist customers effectively and provide accurate information.
• Gathering feedback from customers about their experiences with the service is crucial.
• You’ll need to listen to their concerns, suggestions, and complaints and relay this information to the appropriate teams for improvement.
• Building and maintaining positive relationships with customers is essential for fostering loyalty and satisfaction.
• This involves being empathetic, responsive, and proactive in addressing customer needs and concerns.
• Your role is pivotal in ensuring that customers have a positive experience with the technical aspects of the service, which in turn contributes to customer satisfaction, retention, and loyalty.

Qualification and Skills

• Bachelor Degree/Diploma in Telecommunication, Computer Science,Information Technology or related field is a MUST
• Must have excellent communication skills
• Technical knowledge is amust in this position

Interested candidates may send their CVs to: verian@cats-net.co.tz before 22nd April 2024.