Senior Technical Customer Service Advisor
2 weeks ago
**Job description**
Are you passionate about driving customer success? Are you interested in learning new technologies, problem solving and working with exceptional teams?
With bOnline, you have the chance to join UK’s fastest growing and most awarded Voip Telecoms provider for UK small businesses. You will work in a fun but customer-obsessed work environment based out of bOnline’s beautiful office in Claremont, Cape Town.
**Responsibilities**:
- Providing prompt, consistent and high quality support to bOnline customers with the goal of achieving high NPS scores and outstanding customer reviews.
- Assuming responsibility for mastering VoIP product knowledge and continually improving technical problem solving skills.
- Achieving high FCR (First Call Resolution) promptly on customer queries and consistently following up on all unresolved issues.
- Contributing ideas to improve product, service, knowledgebase, training and processes in order to prevent problems from recurring.
- Cooperating closely with managers and peers to ensure team KPIs are achieved and also participating in cross functional projects as needed.
- Maintaining a positive work ethic, professionalism and strong bOnline values.
- Continually learning new skills, knowledge, ideas to help push the boundaries of great service at bOnline.
- Communicating effectively with customers and also internally to escalate customer issues efficiently.
- Troubleshooting customer querries on VoIP or Broadband.
**Skills**:
- Advanced technical knowledge - demonstrated passion for technology as evidenced by some basic knowledge of computers, ie. hardware, software, electronics.
- Excellent communication - ability to read and comprehend quickly, write professionally and articulate clearly on the phone.
- Active Listening - Ability to listen with full attention and to understand main points, ask relevant questions and make right conclusions efficiently.
- Problem solving - ability to break down a technical problem into simple trouble-shooting steps and to arrive to a logical resolution.
If you are interested to join the bOnline team, kindly please follow below link and complete the questions that follow:
**Job Types**: Full-time, Permanent
**Salary**: R9,000.00 - R12,000.00 per month
COVID-19 considerations:
Ability to commute/relocate:
- Claremont, Western Cape: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Customer service: 4 years (preferred)
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