Job Description

Applications are invited from suitably qualified candidates for the above vacant position. Webdev (Pvt) Ltd is Zimbabwe’s leading web & e-mail hosting, online marketing, e-commerce, online payments and web development company, a multi-award-winning company and also a market leader. Webdev is an employer of equal opportunity and offers a competitive salary and benefits.

Duties and Responsibilities

Provides excellent Customer Service to Operations and Support through our multiple channels, through pre-sales and post-sales engagements with our valued customers and promoting the overall image of the company
establishes key quarterly targets and output expectations for the Support Team in conjunction with the Support Lead
Monitors adherence to the schedules and adjusts where necessary.
Contributes to the development and implementation of an effective Customer Relationship Management strategy and methodology.
Analyses Support performance statistics on a weekly basis.
Prepares weekly, monthly and quarterly reports with findings and recommendations, submits to the Hosting Lead for approval and follows up within 24 hours.
Escalates any system malfunctions that may interfere with normal activity to the Operations and Support Lead immediately.
Processes Customer queries on time, providing continuous feedback to clients when we’ve committed to.
Contributes to Webdev growth and new business by providing excellent service, knowledge of products and upselling and ensuring Customer satisfaction.
Ensures all tickets raised are resolved within SLA time.
Opens a Trouble Ticket on the allocated IT system for queries coming through all the channels and provides an appropriate reason for contact classification and product categorization.
Maintains clear records of the interaction with the customer.

Qualifications and Experience

Qualifications & Experience
Bachelor’s degree in IT/ Information Systems or similar
Google Workspace Certification is an added advantage
Contact Centre, administration, sales and marketing, or similar experience

Knowledge, skills and competencies
Excellent interpersonal and verbal and written communication skills
Empathetic skills with ability to listen and advise
Knowledge of Contact Centre processes and procedures
Effective Customer service delivery
Emotional intelligence

How to Apply

Interested individuals who meet the above criteria should click this link https://forms.gle/vi3givjpFGpcAMF67 to apply before Friday 29 December 2023.