Executive Customer Escalations
CurrentAct and resolve queries on behalf of senior management, which includes CEO office, various Executive heads, consumer counsel, Media, etc. for all customer queries that have been escalated. Interact with various departments for query resolution within departmental SLA depending on the nature of the query. Prioritize and resolve queries within agreed set turnaround times and Service Level Agreement (S.L.A.). Achieve a QA score of between 95%-98% Maintain a good report with customers both internally and externally. Take complete ownership of all queries received to ensure 100% customer satisfaction. Analyze and provide a synopsis of the query and take the necessary steps to ensure efficient practical query resolution within set SLA’s has been reached. Have the ability to make decisions independently with the final approval of management. Are the voice of Cell C on the Social Media Platforms, continuously standing in the line of fire on Hello Peter, Get closure and various consumer forums as well as interacting with customers that have been through various channels within Cell C and have opted to -escalate matters to ICASA or to the Media. Provide an efficient service to customers to meet their needs and expectations.
