Customer Care Agent

2 weeks ago


Johannesburg, South Africa One Source Direct Full time

**Job description**

Customer Care Consultant Needed

Our company, One Source Direct, is searching for a Customer Care Consultant on behalf of Zoom Fibre.

Main Purpose of the Job?

Set and drive superior experience for Zoom Fibre Partners (ISP’s, resellers, internal and end users) through management of all customer escalations directed to ZF Partner Relations Team. To provide admin support to ISPs and Resellers Business Partners. You will also be required to provide admin support to ISP KAMs, Growth Managers and the Marketing team, when necessary.

This is an office based Job, working hours Mon to Fri 08:00-17:00

Accountabilities & Responsibilities
- Provides excellent service and support to Zoom Fibre ISP and Reseller Partners.
- Investigate and resolve queries and escalations received from partners.
- Ensures queries logged are resolved within defined SLAs.
- Effectively communicate and escalate with key stakeholders to prevent queries becoming escalations

Measurables
- Queries resolved within SLA
- Quality measures on responses to customers, internal and external.
- CSI from customers, internal and external

Competencies and Minimum Requirements
- Matric
- At least 2 years experience in a customer service or customer support role.
- Knowledge and understanding of the telecoms industry and products.
- Experience using CRM desirable, FreshDesk
- Excellent communication and query management skills

Technical Skills
- Customer Relationship Management
- Query Management
- General Computer Literacy

Salary : Basic R 9 000.00 and Commissions

**Job Type**: Contract

**Salary**: R9,000.00

Ability to commute/relocate:

- Must be situated or relocate before starting to JHB Gauteng

**Job Type**: Contract

**Salary**: R8,000.00 - R9,000.00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)


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