Esd Outbound Consultant

5 days ago


Midrand, South Africa Jurumani Solutions Full time

Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve business outcomes than any single point solution, essentially building systems that make fixed and mobile telecoms services work for the consumer and enterprise markets.

The main role of the ESD (Enterprise Service Desk) Outbound consultant is to contact customers in a timely and friendly manner, basic troubleshooting, logging new calls, following up on existing calls and provide feedback.

**ESD (Enterprise Service Desk) Outbound consultant - Requirements**:

- High school diploma or equivalent.
- CCNA
- Computer literacy
- Strong communication skills both written and verbal
- Exceptional customer service, active listening, and professional phone voice
- Strong time management and organisational skills
- Troubleshooting skills, either basic or advanced
- Understanding of company products, services, and policies.

**ESD Outbound consultant - Duties and Responsibilities**:

- Handling many inbound and outbound calls to and from customers.
- Available and on-duty 85% of their shift.
- Answer inbound calls in a timely manner and assist customers through troubleshooting and 1st line checks.
- Logging calls on behalf of the customers and route the calls to correct support team for resolution.
- Escalate situations involving dissatisfied customers to the correct support teams.
- Completing/updating templates and call activities on the Siebel call logging system.


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