A client of ours in the Software Telecommunications Industry are looking for a Technical Support Manager / Customer Service Agent, the successful candidate must be resilient because they will be dealing with the client complaints and queries.

They must also be willing to work on weekends and on public holidays.

Experience & Qualifications: Matric
• Technical IT Qualification
• 3+ years’ experience in consumer resolution environment
• 3+ years in inbound and outbound call centre
• 2+ years’ experience in User-level understanding of web and mobile technology
• Excellent communication skills and handling of irate customers
• Must be willing to work on weekends and public holidays
• Must be bilingual

Duties:
• Provide telephonic customer support
• Address telephonic complaints and general queries in a professional manner and in line with set standards
• Adhere to sound written communication principles
• Maintain customer service standards and promote a positive image of the Company
• Escalate complaints/enquiries/information to relevant operational level
• Ensure complaints/questions are answered/resolved in a reasonable time-frame
• Follow-up on customer enquiries and complaints, if applicable
• Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
• Mobile and web product user support
• Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly
• Follow-up on customer complaints
• Administration
• Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
• Ensure all captured information is accurate and complete
• Report incidents according to set guidelines
• Maintain quality control principles and recommend process improvements

Please email a detailed CV, notice period, current salary