About Company
Econet Wireless is a leading telecommunications company in Zimbabwe, dedicated to providing innovative and reliable mobile network services, digital solutions, and connectivity to millions of customers. With a steadfast commitment to customer satisfaction and technological advancement, we empower individuals and businesses across the nation. Our vision is to drive Africa’s digital future, and we believe that exceptional customer service is at the heart of achieving this goal. We foster a dynamic, inclusive, and growth-oriented environment where talented individuals can thrive and contribute to a meaningful mission.
Job Description
Are you a highly empathetic and solution-oriented professional with a passion for ensuring customer satisfaction? Econet Wireless is seeking a dedicated Customer Complaints Resolution Coordinator to join our vibrant team. In this pivotal remote-optional role, you will be the frontline champion for our customers, transforming challenging experiences into opportunities for loyalty and trust. You will be responsible for meticulously investigating, documenting, and resolving complex customer complaints, ensuring swift and effective solutions while upholding our commitment to service excellence. This role demands exceptional communication skills, keen analytical abilities, and an unwavering commitment to de-escalation and problem-solving. While this position offers a remote work option, allowing for flexibility and work-life balance, it is crucial that candidates demonstrate strong self-discipline, excellent time management, and the ability to collaborate effectively within a virtual team environment. You will work closely with various internal departments to identify root causes, implement lasting solutions, and contribute to continuous improvement initiatives, directly impacting our brand reputation and customer retention. If you thrive in a challenging yet rewarding environment and are driven by the desire to make a tangible difference in customers’ lives, we encourage you to apply.
Key Responsibilities
- Manage and resolve complex customer complaints received via various channels (phone, email, social media) in a timely and professional manner.
- Conduct thorough investigations into customer issues, gathering all necessary information and collaborating with relevant internal departments (e.g., technical, billing, sales).
- Communicate resolution plans and updates clearly, empathetically, and effectively to customers, managing expectations and ensuring satisfaction.
- Document all complaint details, investigation steps, and resolutions accurately in the CRM system.
- Identify trends in customer complaints and provide actionable insights and recommendations to management for process improvements and service enhancements.
- De-escalate tense situations, employing advanced conflict resolution and negotiation techniques to achieve positive outcomes.
- Follow up with customers to ensure the resolution is satisfactory and to prevent recurrence of similar issues.
- Adhere to all company policies, procedures, and regulatory requirements related to customer service and data privacy.
- Contribute to the development of customer service best practices and training materials.
Required Skills
- Proven experience in customer service, complaints resolution, or a similar client-facing role.
- Exceptional verbal and written communication skills with a strong command of English and local languages.
- Demonstrated ability to de-escalate difficult situations and handle irate customers with patience and professionalism.
- Strong analytical and problem-solving abilities, with a keen eye for detail.
- Proficiency in using CRM software and other customer service tools.
- Excellent organizational and time management skills, capable of managing multiple cases simultaneously.
- High level of empathy and emotional intelligence.
- Ability to work independently and as part of a remote team.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Experience in the telecommunications industry.
- Knowledge of Econet Wireless products and services.
- Certifications in customer service excellence or conflict resolution.
- Experience with remote work tools and collaborative platforms.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career advancement.
- Flexible remote work options with occasional team meetings.
- Support for home office setup (e.g., internet stipend).
- Generous paid time off and public holidays.
- Access to a supportive and innovative work environment.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your experience in customer complaint resolution and your ability to thrive in a remote work setting.