Customer Solution Agent

2 weeks ago

Cape Town, Western Cape, South Africa IntelliStaff Full time

_Our client in the public and private metering space is urgently looking to employ a Customer Solution Agent at their organization_

_Location:
Plattekloof, Cape Town_

_Requirements:
_
- _ Tertiary Engineering Qualification_
- _ Minimum 2 years of experience in the technical industry_
- _ Basic knowledge of meters and IoT devices and systems_
- _ Direct customer engagement experience_
- _ Contact Centre Support background (advantageous)_
- _ Proficiency in English (written and verbal) and in any one or more of the official South African languages (advantageous)_
- _ Must be willing to perform Standby and overtime duties after-hours and on weekends._

_ Responsibilities:
_
- _ Be the primary point of contact within the organization for all Public and Private sector customer inquiries._
- _ Own and fully resolve inquiries raised by all stakeholders i.e. customers, the general public, and company partners._
- _ Ensure that a systematic, disciplined, and analytical problem-solving approach is adopted in order to satisfy agreed company procedures, whilst maintaining the required standards._
- _ Provide end-to-end 1st and/or 2nd line support on all company software and solutions; including but not limited to Pyxis, 3E, Ontec Home, and metering devices._
- _ Analyse and resolve issues relating but not limited to, meters, vending processes, consumer data, general utility-related inquiries; aggregators, and direct vendors._
- _ Track, communicate, and resolve 3rd line escalated inquiries logged with the relevant internal and/or external providers, and close off the inquiry with the customer when completed._
- _ Ensure resolution of inquiries within applicable Service Level Agreement (SLAs) timeframe._
- _ Keep abreast of all company products, solutions, and services in order to provide adequate support, guidance, and training to customers._
- _ Onboard new customers on the appropriate systems based on contracts and SLA terms and communicate milestones and timelines accordingly._
- _ Ensure customer data is maintained and relevant at all times._
- _ Pre-empt customer needs and offer product and service suggestions to solve customers specific needs (Up sales)._
- _ Issue standard sales quotes and follow up with customers._
- _ Escalate non-standard sale opportunities and inquiries to the applicable Sales Team._
- _ Identify commonly reported issues and notify the applicable Departments within the company and track issues until resolved._

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