Epic Chat
Job Category: Customer Experience
Job Type: Full Time
Job Location: Luqa

At epic we are driven by autonomy, efficiency, and innovation, as we believe that these elements pave the way to epic craft! We empower our employees to work on things that they are passionate about. You will not just be joining, you will be adding!

We pride ourselves on delivering Great Network for Great Value to our customers and we do so through focusing on the customer, collaborating as one team

ROLE PURPOSE:

The selected individual will be responsible for delivering Outbound Telesales contracts, fixed and mobile devices. The candidate shall be required to do route planning and ensure promised delivery times are abided to.

Key Accountabilities / Key Activities:

Performance:

  • Contact customers prior to delivery, to set up a date and time. Making sure contract owner is signing up for contract
  • Maintain good customer relationship while remaining efficient
  • Be flexible in delivery times according to customer requirements and in line with the agreed service levels of the department
  • Maintain a link with the back office teams to make sure that any customer queries are answered and properly redirected
  • Know the brief T&C’s of the products being delivered
  • Convince customer to accept and sign for the contact if need be – by re-highlighting the product benefits

Customer Experience:

  • Have an approachable attitude toward consumer and business customers during conversations
  • Deliver the Epic brand experience in terms of a positive, pro-active and first time resolution approach
  • Keep a healthy relationship with all frontline agents to achieve utmost effectiveness for the customer
  • Ensure standards for quality and customer experience are met at all times, when dealing directly customers by showing empathy, mirroring and matching customer requirements and expectations

Core competencies, knowledge and experience

  • Positive state of mind
  • Very good route planning skills
  • Good negotiation and communication abilities
  • Holds a valid driving licence
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