Permanent
Tech Support Customer Service Representative
Unknown, Unknown
unknown
Closing date not listed
About this role
IT/Computer - Other IT/Computer
Cape Town
PART TIME
R6 000,00 - R7 000,00 (PER MONTH)
Job Summary
Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment. Achieve service levels in compliance with company directives.
Duties and responsibilities:
* Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA
* Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
* Assist and resolve incidents according processes and procedures.
* Resolve FTTH issues through effective troubleshooting and configuration.
* Ensure excellent customer service and effective and efficient problem-solving.
* Preserve and build relationship with customers and other stakeholders on behalf of the business.
* Effectively follow up on calls including other key commitments made to clients.
* Reduce escalated incidents in line with SOPs and policy.
* Provide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.
* Submit reports including progress reports and analysis of information and statistics.
* Data capture customer info, escalated incidents and the processing of the ticket data
Education and Experience:
* Matric
* English language proficiency
* Minimum 1 year inbound technical support experience within a center required
* Typing speed of minimum 35 wpm
Key Competencies and Skills:
* Excellent communication skills
* Tech support
* persuasiveness
* tenacious
* negotiation skills
* stress tolerance
* effective time management
Salary and rates including allowances, incentives:
R35 per Hour for the first 3 months probation - once deemed competent you will earn a basic salary of R6 000 with an additional R1 000 if you meet your kpi's each month. Shift allowance and travelling allowance.
Days & times of work:
The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.
CallForce
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