Customer Service Representative (MKT231)
Rivonia
R20 000 – R30 000 per month


Must have technical knowledge, experience with mikrotik products and experience within telecommunications industry

The fundamental role of a Customer Service Representative is to manage customer queries and complaints.

Grade 12
Tertiary recommended
Microsoft applications
CRM systems
Must have technical knowledge, experience with mikrotik products and experience within telecommunications industry


Maintaining a positive, empathetic and professional attitude towards customers always
Responding promptly to customer inquiries
Communicating with customers through various channels
Acknowledging and resolving customer complaints
Product knowledge to answer questions
Processing orders, forms, applications and requests
Keeping records of customer interactions, transactions, comments and complaints
Communicating and coordinating with colleagues
Providing feedback on efficiency of customer service process
Ensure customer satisfaction and provide professional customer support

Resolve product and service problems by clarifying customers complaints, determining cause of problem, selecting and explaining the best solution to solve the problem, expediting correction of adjustment, following up to ensure resolution
Recommend potential products/services to management by collecting customer information and analysing customer needs
Prepare product or service reports by collection and analysing customer information
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls
Identify and assess customers needs to achieve satisfaction
Build sustainable relationship of trust through open and interactive communication
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Resolve customer complaints via phone, email, mail or social media
Assist with placement of orders, refunds or exchanges
Answer questions about warranties or terms of sales
Inform customer of deals and promotions
Upsell products and services offering to existing client base
Compile reports on overall customer satisfaction
Handle changes in policies or renewals
Resolve customers complaints via phone, email, mail or social media
Bi monthly care visits to Top 50 clients