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 Recruiter