Customer Service Representative

2 weeks ago


Century City, Western Cape, South Africa MWeb Full time

Main Purpose of the Job:


The Client Services Onboarding team currently has a vacancy for a Customer Service Representative who will be responsible for providing customer support - that includes information sharing and resolving technical and billing related queries.


Job Output:

  • Responsible for customer interactions that result in resolved technical, billing and account queries.
  • Identify and understand customer needs.
  • Provide solutions to technical and account management queries.
  • Resolved customers' queries, and complaints and manage objections effectively to increase customer satisfaction.
  • Deliver exceptional service to customers in all interactions.
  • Diligently execute escalations beyond 1st line support.
  • Record accurate summaries of customer interactions in the company business system.
  • Utilise all available tools and resources to resolve customer queries completely

Skills and Competencies:

  • Call Centre
  • Technical Support
  • MS Office Suite
  • Conflict Resolution
  • Technical Literacy
  • Analytical
  • Strong written/verbal communication skills
  • Customer Service focused.
  • Assertiveness
  • Tact and ability to negotiate.
  • Listening and questioning skills
  • Troubleshooting skills
  • Objection handling
  • Attention to detail. o Numerical skills Excellent
  • Communication Skills

Qualifications

  • Grade 12/Matric
  • Computer Literate (MS Excel/MS Word and MS Outlook)

Experience:

  • Strong understanding of ISP Networks
  • 1+ Year customer services experience within an ISP Call Centre
  • 1+ Year technical and desktop customer service experience
  • Administration experience is a highly recommended


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