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Background:

KT Rwanda Networks, Ltd (“KTRN Ltd”) is a licensed company that has been incorporated under the laws and regulations of the Republic of Rwanda. The company is engaged in the business of providing & installing 4G LTE advanced technology within Rwanda.

In order to effectively accomplish its business objectives, KTRN Ltd is looking for qualified and competent candidates to fill the vacant positions below:

Position: Call Center Officer (1):

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Key Responsibilities:

  • Receiving inbound calls to respond to the customer inquiries and with the help of FAQ, provide appropriate answers.
  • Implement established VOC management process and timely attend to service inquiries on 4G/Fiber Internet, service of bundle Top-up, newly launched products, recharging system and network/device failure complaints (1st level support).
  • Make outbound calls by solving customer problem as well as issuing tickets, forward to the appropriate department (Back office) and follow up on pending tickets and make sure they are closed within SLA.
  • Comply with High standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all Retailers in order to ensure customer confidence, satisfaction, and loyalty.
  • Keep up to date on 4G LTE Products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
  • Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
  • Maintain data protection and confidentiality for both Retailers and customers.
  • Support other departmental functions as required e.g: communicating to Retailers any changes in the 4G products, Networks issues, new products and usage mechanism as informed by the originating department.
  • Keep full records of customer calls received, description of the complaints received, solutions provided to the customer, time frame from reception of the complaint until the solution is given to the retailer.

Qualifications, Experience, Skills & Competencies required

  • A bachelor’s degree in Business IT, BBA, or any other related fields of study.
  • At least two years’ experience in busy call center/customer support department for a technology company, preferably in Telecom industry.
  • Must have excellent verbal and written communication skills and the ability to command attention from the customer.
  • Demonstrate ability to apply IT in solving problems.
  • Fluent in English and understanding of French.
  • Customer service skills.
  • Interpersonal skills.
  • Planning & organizing skills.

Interested candidates who meet the above requirements should submit their application letters accompanied with their CVs and copies of certified Degree(s) on line addressed to the Human Resources management of KTRN, located at KG 7 Avenue, 7th Kigali Heights, to the below email: recruits@ktrn.rw

The deadline for submission of applications is scheduled on Wednesday 08/Oct/2019 at 5:00 pm.

Only shortlisted candidates shall be contacted.

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