CUSTOMER CARE AGENT - Stellenbosch Verfied

R 10000 per month Stellenbosch, Western Cape Stellenbosch, Western Cape more than 14 days ago 05-09-2019 11:58:29 AM
31-10-2019 11:58:29 AM
Customer Care Agent
STELLENBOSCH
R 10 000 PER MONTH

Leading ISP is urgently recruiting for a Customer Care Agent to provide support for clients. Candidates should have a mix of technical and customer service skills, and be passionate about service delivery, technology and helping people.

RESPONSIBILITIES:
• Handle Tier 1 Support escalaltions through an Omni-Channel of phone and investigate faults if correctly logged by internal and external customers
• Follow up on outstanding requests and ensure timely resolutions with engineers and technicians per company escalation procedure
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
• Overall responsibility for Technical Tool checks and lists
• Localize, investigate, report and track all customer and supplier faults per incident
• Will be responsible for report-writing on work done Track, assist and log change requests on agreed template and ensure change is discussed, and understood by client, before requesting sign-off on agreed change
• Scheduling Service meetings
• Will be responsible for the data integrity on the ticketing system
• Exhibit a flexible approach to working on a rotational basis and assist in providing the necessary technical cover and assistance where required e.g. travel schedule, overtime, standby, call-out etc.
• Handle customer billing account queries
• Other duties may be added and/or assigned as needed .
• Will be required to work shifts

Qualifications and Experience
• Must have support experience in Wireless and Fibre (connectivity, bandwidth as well as speed - all areas)
• VOIP experience would be advantageous 2-4 years' or more experience in the industry and relevant certifications are necessary
• A+, N+ certification and any Microsoft additional certifications would be advantageous

Skills and Competencies
• Must be a team player
• Can speak English and Afrikaans
• Customer service skills
• Email proficient (send / receive testing)
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Ability to work with account related queries, technical queries and customer escalations LAN network understanding