Customer Service Representative
3 months ago
**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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