Phone Fix Support Specialist

1 month ago


Sandton, South Africa iSON Xperiences Full time
About iSON Xperiences

iSON Xperiences is a leading provider of innovative technology solutions, dedicated to delivering exceptional customer experiences.

Job Overview

We are seeking an experienced Phone Fix Support Specialist to join our team. This role will be responsible for providing top-notch support to customers regarding phone fix requests using the Mobile GSPN system.

Key Responsibilities:
  • Manage repair turnaround time and ensure timely call-backs.
  • Achieve high first-call resolution rates (FCR) and minimize repeat repairs (REDO).
  • Monitor customer satisfaction (CMI) and identify areas for improvement.
  • Analyze and resolve repair delays (LTP) in a timely manner.
  • Provide expert technical support for Home Appliance products, including software and hardware issues.
  • Guide customers on product installation and troubleshoot related problems.
  • Utilize Mobile/GSPN Hass ChatBot systems for efficient issue resolution.
  • Document all issues, feedback, and updates in CIC T1.
Requirements
  • Higher education in Electronics or equivalent.
  • Minimum Matric/Alternate qualifications.
  • Possession of A+/N+/MCSE certifications.
  • NTS3 Electronics certification.
  • At least 4 years of experience in CE Repairs.
  • Additional: Electronics course (ALT Electrical) or Electro mechanical course.
  • Customer Empathy Course completion.
  • REF Safe Handling certification.

The ideal candidate will possess strong technical skills, excellent communication abilities, and a passion for delivering exceptional customer experiences. Salary: $60,000 - $80,000 per annum.



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