Job Summary

The Customer Service Intern is responsible for providing excellent support to customers by addressing inquiries, resolving issues, and ensuring customer satisfaction. They act as the first point of contact between the company and its clients, maintaining a professional, helpful, and positive image of the organization.

Duties & Responsibilities

• Account Management: Manage and oversee the opening of customer accounts with a monthly target of 150.
• Top-Up Processing: Ensure accurate and timely top-up processing, with end-of-day reconciliation.
• Customer Satisfaction: Maintain a high level of customer satisfaction through effective issue resolution and support ERM (Experience Relationship Management) monitoring.
• Bill Payment Supervision: Supervise bill payment processing to ensure efficiency and accuracy.
• Bundle Activations: Oversee bundle activations and verify end-of-day reconciliation.
• Voucher Processing: Manage cash-in and cash-out voucher processing in compliance with company policies.
• Salary Payments: Supervise salary payment processing through vouchers.
• Refund Processing: Oversee refund voucher processing, ensuring correctness and timely resolution.
• Customer Inquiries: Handle customer inquiries via phone, email, chat, or in person.
• Information Provision: Provide accurate information about products, services, and company policies.
• Complaint Resolution: Resolve complaints and issues in a timely and professional manner.
• Issue Escalation: Escalate complex issues to the appropriate department or manager when needed.
• Record Keeping: Maintain detailed and accurate customer interaction records.
• Order Assistance: Assist customers with orders, payments, returns, and exchanges.
• Follow-Up: Follow up with customers to ensure satisfaction and service quality.
• Collaboration: Work collaboratively with other departments (sales, technical support, logistics) to meet customer needs.
• Performance Achievement: Achieve individual and team performance targets (response time, satisfaction ratings, resolution rate).
• Continuous Improvement: Contribute to continuous improvement by sharing customer feedback and suggesting service enhancements.

Job Requirements

• Communication Skills: Strong communication and interpersonal skills.
• Problem-Solving: Patience, empathy, problem-solving ability, and fast typing skills.
• Multitasking Ability: Ability to multitask and work in a fast-paced environment.
• Computer Literacy: Basic computer literacy (CRM Customer Relationship Management systems, MS Office, email handling).
• Team Player: Team player with a customer-first mindset.
• Experience: Previous customer service experience is preferred but not always required.

Performance Indicators (KPIs)

• Customer satisfaction score (CSAT).
• First response time.
• Issue resolution time.
• Call/chat/email handling accuracy.
• Customer retention and loyalty levels.

Submission Guidelines

Interested national candidates are kindly requested to submit their application (cover letter & updated CV) no later than 08 OCT 2025 to the following email:

kbl.hr@behtar.com.af