Customer Service and Technical Support Specialist

1 month ago

Cape Town, Western Cape, South Africa CallForce Full time
Job Description

We are seeking a skilled Customer Service and Technical Support Specialist to join our team at CallForce. As a key member of our support team, you will be responsible for delivering exceptional customer experiences by resolving inbound technical service enquiries in a call center environment.

About the Role

This role is perfect for individuals who thrive in fast-paced environments and possess excellent communication skills. You will work closely with customers to understand their issues and provide timely resolutions, ensuring high levels of customer satisfaction.

You will be required to:

  • Resolve customer queries professionally and efficiently, adhering to set timelines.
  • Manage customer queries from escalation to resolution, demonstrating ownership and accountability.
  • Assist and resolve incidents according to established processes and procedures.
  • Troubleshoot and configure FTTH issues to ensure seamless customer experience.
  • Maintain excellent customer relationships and stakeholder interactions on behalf of the business.
  • Effectively follow up on calls, including other key commitments made to clients.
  • Reduce escalated incidents in line with SOPs and policy.
  • Provide exceptional support to the rest of the team, including 2nd-line up Field Engineers.
  • Submit reports, including progress reports and analysis of information and statistics.
Requirements

To be successful in this role, you will require:

  • Matric qualification.
  • English language proficiency.
  • A minimum of 1 year's experience in inbound technical support within a call center environment.
  • Typing speed of minimum 35 wpm.
Key Competencies and Skills

The ideal candidate will possess:

  • Excellent communication skills.
  • Tech support expertise.
  • Persuasiveness and negotiation skills.
  • Tenacious and stress-tolerant nature.
  • Effective time management and organization.
Compensation and Benefits

As a valued member of our team, you can expect:

A competitive salary package, including a basic salary and potential incentives:

  • Basic salary: R7,000 (after 3 months of satisfactory performance).
  • Adherence Incentive – R1,000.
  • Vodacom incentive breakdown – 65% FCR = R500 / 69% FCR = R1,000 / 72% FCR = R2,000 (First Call Resolution).
  • Potential earnings of up to R9,000.
Work Schedule

This role operates on a rotational schedule, with working hours from 06:00 to 22:00, Monday to Sunday (2 weekends on and 2 weekends off). The operation is based in the Cape Town CBD, covering 365 days a year, including public holidays.

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