18 Employee Engagement jobs in Johannesburg

Join to apply for the Engagement Manager - DIA role at Decision Inc.

Join to apply for the Engagement Manager - DIA role at Decision Inc.

We are looking for a strong Engagement Manager to head up our Data Information and Analytics team within Decision Inc. Good communication, managerial and leadership skills are a must, and great technical ability is advantageous. There will be exposure to a wide range of industries, so the ability to quickly understand new business environments is essential.

Who Are We?

Decision Inc. is a leader in enabling its clients to make better decisions, faster. The Companys foundation is built in technology; however, what makes us unique is our understanding of effective decision making.

We represent the following leading global technology brands and are experts in the implementation, support and execution of these technologies: Qlik, Microsoft BI (SQL, SSIS, SSRS, SSAS, PowerBI), Tableau, R, Python, Alteryx and SAP.

What Will You Do?

Team

• The Development/Career Plan for individual team members
• Measuring of individual KPIs against scorecard for team members
• Ensuring the necessary skills and certifications of your team
• Administration of team (Leave, Technical Sessions, Event attendance, Time Sheets etc.)
• Monitoring and maintaining staff loyalty & employee satisfaction for your team members
  
  
  

• Managing the sales target for your client allocations
• Performing account management activities within your client base
• Actively engaging with clients on new project work
• Identifying and driving on-sell/up-sell within your clients
• Preparing and managing action plans & targets for your clients
• Identifying and assisting with new leads and opportunities
• Performing project scoping activities (new and existing clients)
• Preparing realistic timelines & costing for new projects
  
  
  

• Full accountability for all projects within your clients
• Ensuring project quality
• Project profitability in line with scorecard
• Maintaining teams resource planning applications
  
  
  

• Relevant Degree
• Minimum 3 years experience in management role
• Experience within consulting service environment
• Knowledge of Business Intelligence tools
• Strong problem solving skills and good communication skills, both written and verbal
• Ability to explain technical concepts to business people in a language they understand, and business requirements to technical people
• Ability to successfully manage and strong relationships with a team and clients
• Effective planning and organizational skills
• Passionate and ambitious to deliver on the companys strategic plan
  
  
  

• Exposure to multiple clients across a various of industry verticals (Retail; Manufacturing; Logistics; Telcos; Financial Services; Mining; Public Enterprise)
• Success driven culture that rewards great performance.
• Excellent training opportunities - We place a big focus on up skilling our employees to be the best they can be and will assist you obtaining your certifications within your relevant technology
• We believing in cross skilling and offer our consultants an opportunity to be exposed to multiple Stats, BI and Data technologies
• When joining the company, a clear Career Development Plan will be drawn up for you to help you reach the next level in your career
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Business Development and Sales
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Decision Inc. by 2x

Johannesburg, Gauteng, South Africa $800.00-$,300.00 1 month ago

Johannesburg, Gauteng, South Africa 800.00- 1,300.00 1 month ago

Johannesburg, Gauteng, South Africa 800.00- 1,300.00 2 months ago

Johannesburg, Gauteng, South Africa 800.00- 1,300.00 2 months ago

Boksburg, Gauteng, South Africa 1 week ago

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City of Johannesburg, Gauteng, South Africa 2 weeks ago

Johannesburg, Gauteng, South Africa 1 week ago

Johannesburg, Gauteng, South Africa 1 hour ago

City of Johannesburg, Gauteng, South Africa 3 days ago

Edenvale, Gauteng, South Africa 6 days ago

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Johannesburg Metropolitan Area 2 hours ago

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Centurion, Gauteng, South Africa 1 day ago

City of Johannesburg, Gauteng, South Africa 3 weeks ago

Sandton, Gauteng, South Africa 4 days ago

City of Johannesburg, Gauteng, South Africa 3 weeks ago

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Johannesburg Metropolitan Area 6 days ago

Johannesburg Metropolitan Area 7 hours ago

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City of Johannesburg, Gauteng, South Africa 3 days ago

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Johannesburg, Gauteng, South Africa 4 days ago

Sandton, Gauteng, South Africa 3 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

What are we looking for?

We are seeking a dynamic Engagement Manager to join our Automated Digital Applications team at Decision Inc. This role requires strong communication, managerial, and leadership skills, with technical expertise being a valuable advantage. As part of a team that delivers innovative digital solutions, you will engage with clients across diverse industries, making adaptability and the ability to quickly grasp new business environments essential.

This role offers an opportunity to lead with impact, drive commercial success, and shape the future of automated digital solutions for our clients. If you're a strategic thinker with a passion for technology, leadership, and business growth, we'd love to hear from you.

Who Are We?

Decision Inc. is a global digital partner that enables businesses to reinvent themselves to realize their full potential.

We deliver agility, resilience, and intelligence to any enterprise, enabling them to adapt quickly and thrive through innovation and opportunity. Our teams have engaged with more than 400 clients globally over the past 15 years, providing them with the expertise to build, operate, and optimize their digital businesses.

We achieve this by leveraging the world's best technology to drive our clients' business ambitions forward into tomorrow's reality. These technologies include but are not limited to: Microsoft, SAP, Qlik, Snowflake, Alteryx, Automation Anywhere, and Workday Adaptive Insights.

Our success is ultimately driven by our entrepreneurial culture, industry exposure, and the passion of our people. We have three key cross-functional teams: Functional and Specialist Consulting, Development, and Engineering. Based in four global offices, our exceptional consultants focus on delivering value to clients by keeping them at the center of our service delivery. To find out more about our exciting, fast-paced culture, visit: Careers at Decision Inc.

What Will You Do?

Key Responsibilities:

Client Leadership

• Own and grow key client relationships within your assigned portfolio.
• Drive revenue growth by identifying and executing on-sell/up-sell opportunities.
• Actively engage with clients on new projects, ensuring strategic alignment.
• Manage revenue and sales targets and account performance, ensuring commercial success.
• Lead proposal development, project scoping, and opportunity identification.

Delivery Excellence

• Oversee T&M and fixed-cost project implementations, ensuring on-time, on-budget, and high-quality delivery.
• Work closely with the delivery team to maintain exceptional in-client performance.
• Secure and manage project resources effectively.
• Ensure project profitability aligns with financial targets.

People Leadership

• Mentor and develop your team, fostering a high-performance, growth-oriented, and accountability culture.
• Support career development through structured performance reviews and development plans.
• Ensure the team has the necessary skills, certifications, and support to succeed.
• Manage operational elements, including leave, technical sessions, event participation, and time tracking.

Who do you need to be?

Requirements

• Minimum 3 years experience in management and/or sales role (Must be familiar with the sales and pursuits cycles from opening to closing deals)
• BSc or Equivalent
• Experience within consulting service environment
• Strong Project Management experience following the PMBOK is a big advantage
• Strong problem-solving skills and good communication skills, both written and verbal
• Knowledge of the Microsoft ecosystem and products and its capability (SharePoint, Co-Pilot, Intelligent Automation, Power Platform, and bespoke solution development advantageous)
• Ability to identify client challenges and create opportunities for improvement and client value
• Ability to explain technical concepts to business users in a language they understand, and business requirements to technical delivery team
• Ability to successfully manage and foster strong relationships with team and clients
• Effective planning and organizational skills
• Passionate and ambitious to deliver on the company's strategic plan

We are looking for a strong Engagement Manager to head up our Data Information and Analytics team within Decision Inc. Good communication, managerial, and leadership skills are a must, and great technical ability is advantageous. There will be exposure to a wide range of industries, so the ability to quickly understand new business environments is essential.

Who Are We?

Decision Inc. is a leader in enabling its clients to make better decisions, faster. The company's foundation is built on technology; however, what makes us unique is our understanding of effective decision making.
We represent the following leading global technology brands and are experts in the implementation, support, and execution of these technologies: Qlik, Microsoft BI (SQL, SSIS, SSRS, SSAS, PowerBI), Tableau, R, Python, Alteryx, and SAP.

What Will You Do?

Team

• Developing and managing the career plans for individual team members
• Measuring and managing individual KPIs against the team scorecard
• Ensuring team members have the necessary skills and certifications
• Handling team administration (Leave, Technical Sessions, Event attendance, Timesheets, etc.)
• Monitoring staff loyalty and employee satisfaction

Clients

• Managing sales targets for your client allocations
• Performing account management activities within your client base
• Engaging with clients on new project opportunities
• Identifying and driving up-sell and cross-sell opportunities
• Preparing and managing action plans and targets for clients
• Identifying and assisting with new leads and opportunities
• Performing project scoping activities for new and existing clients
• Preparing realistic timelines and cost estimates for new projects

Delivery

• Taking full accountability for all projects within your clients
• Ensuring project quality
• Maintaining project profitability in line with the scorecard
• Managing resource planning for projects

Who Do You Need To Be?

• Relevant Degree
• Minimum of 3 years management experience
• Experience in a consulting service environment
• Knowledge of Business Intelligence tools

• Strong problem-solving skills and excellent communication skills, both written and verbal
• Ability to explain technical concepts to non-technical stakeholders and translate business requirements to technical teams
• Proven ability to manage relationships with team members and clients
• Effective planning and organizational skills
• Passionate and ambitious to deliver on the company's strategic goals

What's in it for you?

• Exposure to multiple clients across various industry verticals (Retail, Manufacturing, Logistics, Telecoms, Financial Services, Mining, Public Sector)
• A success-driven culture that rewards great performance
• Excellent training opportunities focused on upskilling and obtaining relevant certifications
• Opportunities for cross-skilling across multiple Data, BI, and Analytics technologies
• A clear Career Development Plan to help you reach the next level

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To execute the FICA and KYC through engaging with CIB clients on-line or at their premises to obtain verification documentation and information for purposes of ongoing due diligence reviews.

• Keep cost of service at acceptable levels by managing own unit expenses and capacity.
• Plan and implement cost effective processes by aligning to best practice
• Ensure that operations adhere to budget constraints by planning and controlling expenses.
• Ensure early detection of issues and reporting thereof to the project and/or to the client.
• Communication of revised timelines, roadblocks, change requests and resource negotiations with stakeholders by conducting meetings and/or sending emails.
• Develop and maintain collaborative relationships with internal and external stakeholders by actively managing call programs.
• Measure client satisfaction through self-outbound and independent external surveys.
• Ensure clients fully understand on/off boarding processes and procedures by constantly communicating with them.
• Build client value proposition by building strategic relationships with key internal stakeholders
• Maintain acceptable risk profile by adhering to risk policies as evidenced by the risk officer.
• Adhere to compliance requirements by meeting cluster requirements of 100% as reported by compliance.
• Ensure continuity in the role and single view of clients by recording all on-site interactions with clients with client software technology.
• Ensure communication and single service experience by clients by meeting all internal compliance governance requirements
• Ensure quality and compliance in company sign up process by monitoring adherence to legislation.
• Ensure that all projects are managed by following defined processes and procedures.
• Management and escalation of risks and issues by regular feedback sessions with stakeholders
• Support the achievement of the business strategy, objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems, process, services and solutions are aligned.
• Identify training courses and career progression for self through input and feedback from management

• Matric / Grade 12 / National Senior Certificate

• Advanced Diploma/Bachelor's Degree, LLB or Compliance/AML Certificates.

• Must have 3-5 years in a relationship management experience

• Banking knowledge
• Banking procedures
• Business Acumen
• Business principles
• Business writing
• Communication Strategies
• Data analysis
• Governance, Risk and Controls
• Microsoft Office
• Nedbank policies and procedures
• Nedbank vision and strategy
• Principles of financial management
• Principles of project management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Decision-making process
• Nedbank culture
• Cluster Specific Operational Knowledge
• Communication
• Energy
• Building Trusting Relationships
• Managing Work
• Sustaining Customer Satisfaction

---

Please contact the Nedbank Recruiting Team at +27 860 555 566

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Nedbank Ltd Reg No 1951/0009/06.
Authorised financial services and registered credit provider (NCRCP16).

For assistance please contact the Nedbank Recruiting Team at +27 860 555 566

Senior Manager, Regional Engagement (RE), Africa

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.

About Console Connect by PCCW Global

Console Connect by PCCW Global is a platform for the Software Defined Interconnection of applications and infrastructures. It allows users to self-provision private, high-performance connections among a global ecosystem of enterprises, networks, clouds, SaaS providers, IoT providers and applications providers.

Console Connect is the only digital platform that is underpinned by one of the world’s largest private networks and a Tier 1 global IP network that is ranked in the top 10 for IPv4 and IPv6 peering, delivering higher levels of network performance, speed, and security to meet the digital needs of today’s interconnected users and communities.

Key Accountabilities

• To manage GIA/MPLS/SD WAN/Fiber/Security products serving the sales to achieve the product revenue and profit targets in Africa region
• To support Pre-sales/Sales on customer project/bid related to GIA/MPLS/Fiber/SD WAN/Security products in the Africa region
• To monitor market trend of GIA/MPLS/Fiber/SD WAN/Security services in Africa region, and take proactive actions to the changing customer’s requirements such as propose marketing promotion activities, as well as getting involved in sales activities in order to ensure the planned AOP can be achieved
• To lead and oversee the IP and Transmission network augmentation/expansion projects in the Africa region
• To work closely with Vendor Management team to drive network cost saving initiatives in the Africa region.
• To develop and manage NNI partners in Africa region to extend the coverage and to generate bilateral business
• To develop and expand the GIA/MPLS/Fiber/SD WAN/Security services in terms of coverage and service features with focus in the Africa region
• To give regional inputs on periodic product costing/information updates and on AOP planning
• To prepare business cases for capex/opex funding to support the GIA/MPLS/Fiber/ SD WAN/Security business growth in Africa region
• To work closely with other functional teams, e.g. Voice, Console Connect, Satellite etc. to support their new development initiatives.
• To mutually back up other region’s RE Managers whenever needed

Requirement

• Degree in Telecommunication, Engineering or related disciplines
• Around 10 years relevant experience in telecommunications product management, preferably in the global carrier industry
• Solid product knowledge of IP, MPLS, SD WAN, Transmission connectivity and Security business, including the network solutions to both enterprise and wholesale customers
• Experience and exposure to the telecom market in Africa region is definite advantages.
• Excellent negotiation, interpersonal and presentation skills
• Self-initiated, highly motivated and result-oriented
• Proficient in spoken and written English and preferably French.
• Willing to travel to overseas countries to meet customers, vendors, attend forums according to business needs

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Sales and Business Development
• Industries Telecommunications

Referrals increase your chances of interviewing at PCCW GLOBAL Limited by 2x

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Senior Manager, Regional Engagement (RE), Africa

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.

About Console Connect by PCCW Global

Console Connect by PCCW Global is a platform for the Software Defined Interconnection of applications and infrastructures. It allows users to self-provision private, high-performance connections among a global ecosystem of enterprises, networks, clouds, SaaS providers, IoT providers and applications providers.

Console Connect is the only digital platform that is underpinned by one of the world’s largest private networks and a Tier 1 global IP network that is ranked in the top 10 for IPv4 and IPv6 peering, delivering higher levels of network performance, speed, and security to meet the digital needs of today’s interconnected users and communities.

Key Accountabilities

• To manage GIA/MPLS/SD WAN/Fiber/Security products serving the sales to achieve the product revenue and profit targets in Africa region
• To support Pre-sales/Sales on customer project/bid related to GIA/MPLS/Fiber/SD WAN/Security products in the Africa region
• To monitor market trend of GIA/MPLS/Fiber/SD WAN/Security services in Africa region, and take proactive actions to the changing customer’s requirements such as propose marketing promotion activities, as well as getting involved in sales activities in order to ensure the planned AOP can be achieved
• To lead and oversee the IP and Transmission network augmentation/expansion projects in the Africa region
• To work closely with Vendor Management team to drive network cost saving initiatives in the Africa region.
• To develop and manage NNI partners in Africa region to extend the coverage and to generate bilateral business
• To develop and expand the GIA/MPLS/Fiber/SD WAN/Security services in terms of coverage and service features with focus in the Africa region
• To give regional inputs on periodic product costing/information updates and on AOP planning
• To prepare business cases for capex/opex funding to support the GIA/MPLS/Fiber/ SD WAN/Security business growth in Africa region
• To work closely with other functional teams, e.g. Voice, Console Connect, Satellite etc. to support their new development initiatives.
• To mutually back up other region’s RE Managers whenever needed

Requirement

• Degree in Telecommunication, Engineering or related disciplines
• Around 10 years relevant experience in telecommunications product management, preferably in the global carrier industry
• Solid product knowledge of IP, MPLS, SD WAN, Transmission connectivity and Security business, including the network solutions to both enterprise and wholesale customers
• Experience and exposure to the telecom market in Africa region is definite advantages.
• Excellent negotiation, interpersonal and presentation skills
• Self-initiated, highly motivated and result-oriented
• Proficient in spoken and written English and preferably French.
• Willing to travel to overseas countries to meet customers, vendors, attend forums according to business needs

Join to apply for the Oliver Wyman – Engagement Manager – Johannesburg role at Oliver Wyman

1 year ago Be among the first 25 applicants

Join to apply for the Oliver Wyman – Engagement Manager – Johannesburg role at Oliver Wyman

Engagement Manager

___

Who We Are

Oliver Wyman is a global leader in management consulting. With offices in 70 cities across 30 countries, Oliver Wyman combines deep industry knowledge with specialized expertise in strategy, operations, risk management, and organization transformation. The firm has more than 6,000 professionals around the world who work with clients to optimize their business, improve their operations and risk profile, and accelerate their organizational performance to seize the most attractive opportunities. Oliver Wyman is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC). For more information, visit Follow Oliver Wyman on Twitter @OliverWyman.

The Firm’s capabilities and intellectual capital are enhanced by our deep industry expertise, geographic range, analytical rigor, and hands-on, collaborative approach. Our professionals see what others don’t, challenge conventional thinking, and consistently deliver innovative, customized solutions. We also work side by side with senior executives to accelerate execution through a blend of behavioral and management approaches.

As a result, we have a tangible impact on clients’ top and bottom lines. Our clients are the CEOs and executive teams of the Global 100 companies.

___

Why Join Us

• A growing, entrepreneurial firm with exceptional economics; global revenues exceeded $2.0 BN in 2018
• Work with our clients’ senior management from Day one to solve challenging problems
• A meritocratic eco system that provides for rapid development without an MBA
• Specialization at your own pace, with the opportunity to work across multiple industries
• Significant international assignments & attractive compensation for performance
• Programs to ensure work-life quality & career flexibility through our FlexOW talent initiatives including: 10/11 – month work years or sabbaticals, non-profit fellowships, and corporate externships
• An open, respectful, and inclusive culture that welcomes, values, and supports all colleagues as they are
• A company that is committed to having fun & providing a springboard to exciting future career options
• Continuous training available at all levels & across various domains
• You will be part of a new growing office in Johannesburg.
  
  

• A growing, entrepreneurial firm with exceptional economics; global revenues exceeded $.0 BN in 2018
• Work with our clients’ senior management from Day one to solve challenging problems
• A meritocratic eco system that provides for rapid development without an MBA
• Specialization at your own pace, with the opportunity to work across multiple industries
• Significant international assignments & attractive compensation for performance
• Programs to ensure work-life quality & career flexibility through our FlexOW talent initiatives including: 10/11 – month work years or sabbaticals, non-profit fellowships, and corporate externships
• An open, respectful, and inclusive culture that welcomes, values, and supports all colleagues as they are
• A company that is committed to having fun & providing a springboard to exciting future career options
• Continuous training available at all levels & across various domains
• You will be part of a new growing office in Johannesburg.
  
  

• Minimum of 6 - 10 years of relevant experience, ideally with a top-tier strategy consulting firm (or other similar organizations)
• Knowledge in Financial Services topics
• Strong background in strategic problem solving with demonstrable analytical skills
• Outstanding written and verbal communication skills in both formal and informal settings
• Fluent in English
• Undergraduate or advanced degree from a top academic program
• Know how to take the initiative, seeking out opportunities to learn new skills and put the ones you’ve already got to good use.
• Are not just intelligent, but creative too: ready to come up with novel ideas to solve our clients’ biggest problems.
• Have an aptitude for analytical work, like sniffing out clues in massive data sets or hunting down the key issues in a hugely complex challenge.
  
  

• Self-starters and free thinkers who work well in a team We are individuals who are self-starting, motivated, energetic, entrepreneurial about what we do
• Common aspiration, collective endeavour, shared success We have the common aspiration to have an impact, leave a legacy and change the world. We have no interest in running a steady-state business. We want to build, grow and shape the environment around us
• Straightforward, open, respectful interaction We value an environment where every member of Oliver Wyman is encouraged and expected to voice his or her opinion
• Opportunity without artificial barriers, anti-Kudzu We value merit and believe that to create a true meritocracy we need to remove artificial barriers to opportunity
• Balanced lives We value people whose lives balance work and non-work activities because we believe they are both more interesting colleagues and are able to make better contributions to the Firm. We push ourselves hard to deliver excellence, but we also work to extract the maximum benefit from the flexibility of a project-based business. We provide the ability to take career breaks for personal or family reasons. We fundamentally value each other’s time, and are sensitive to how it is used. We are an output not input-based culture, have respect for people’s personal decisions, and believe that one's workload must be sustainable. We seek balance for ourselves and our colleagues.
  
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Business Development and Sales
• Industries Insurance and Business Consulting and Services

Referrals increase your chances of interviewing at Oliver Wyman by 2x

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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Are you an experienced and dynamic professional fluent in Somali? We’re looking for a Customer Engagement Consultant to join our team at ikeja, where you’ll play a crucial role in delivering an exceptional customer experience.

As a Customer Engagement Consultant, you’ll be the first point of contact for our customers, guiding them through their entire journey with ikeja - from sign-ups to managing their internet experience. This role is essential to ensuring our customers feel valued and supported at every step.

You’ll engage with customers across various channels, including calls, emails, WhatsApp (both calls and texts), in-app communication and social media. Your goal will be to create an outstanding customer experience by effectively managing and resolving their queries.

Key Responsibilities

• Respond to and resolve customer queries across multiple channels: WhatsApp, email, in-app, social media and phone.
• Quickly identify the nature of incoming queries and allocate them to the appropriate channels or address them using your expertise.
• Create and manage tickets for each customer interaction, ensuring accurate documentation of:
• The customer's query or complaint.
• Troubleshooting steps taken and the final resolution.
• Collaborate with the Network Operations Center (NOC) to escalate unresolved issues, ensuring tickets contain all necessary information for swift action.
• Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction and ticket management.
• Contribute to the continuous improvement of customer response protocols.
• Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries.
• Adhere to project schedules and communicate any foreseeable risks.

Qualifications:

• Matric certificate.
• Any related studies or a degree is advantageous.

Experience:

• Fluency in Somali (spoken and written) is required for this role.
• Experience in a call center environment or a similar role for1 yearor more.
• Previous collaboration with Network Operations Centers (NOC) is an advantage.
• Familiarity with markets similar to those ikeja servesand customer service experience in those marketsis a plus.
• Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities.
• Ability to work independently and as part of a team.

Other requirements:

• Willingness to work the night shift.
• Must have own reliable transportation.

• The opportunity to grow both in your personal and professional capacity.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:

To apply for this role, please submit a resume outlining your experience and qualifications.

Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.

Get AI-powered advice on this job and more exclusive features.

Are you an experienced and dynamic professional fluent in Somali? We're looking for a Customer Engagement Consultant to join our team at ikeja, where you'll play a crucial role in delivering an exceptional customer experience.

As a Customer Engagement Consultant, you'll be the first point of contact for our customers, guiding them through their entire journey with ikeja - from sign-ups to managing their internet experience. This role is essential to ensuring our customers feel valued and supported at every step.

You'll engage with customers across various channels, including calls, emails, WhatsApp (both calls and texts), in-app communication and social media. Your goal will be to create an outstanding customer experience by effectively managing and resolving their queries.

Key Responsibilities

• Respond to and resolve customer queries across multiple channels: WhatsApp, email, in-app, social media and phone
• Quickly identify the nature of incoming queries and allocate them to the appropriate channels or address them using your expertise
• Create and manage tickets for each customer interaction, ensuring accurate documentation of:
• The customer's query or complaint
• Troubleshooting steps taken and the final resolution
• Collaborate with the Network Operations Center (NOC) to escalate unresolved issues, ensuring tickets contain all necessary information for swift action
• Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction and ticket management
• Contribute to the continuous improvement of customer response protocols
• Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries
• Adhere to project schedules and communicate any foreseeable risks
  
  

• Matric certificate
• Any related studies or a degree is advantageous
  
  

• Fluency in Somali (spoken and written) is required for this role
• Experience in a call center environment or a similar role for 1 year or more
• Previous collaboration with Network Operations Centers (NOC) is an advantage
• Familiarity with markets similar to those ikeja serves and customer service experience in those markets is a plus
• Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities
• Ability to work independently and as part of a team
  
  

• Willingness to work the night shift.
• Must have own reliable transportation
  
  

• The opportunity to grow both in your personal and professional capacity
• Health insurance and provident fund
• Access to an online wellness platform, providing free and confidential support from licensed therapists.
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries IT Services and IT Consulting

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