Mweb Resellers

**Main Purpose of the Job**:
The Billing & Client Services Department currently has a vacancy for an Ignite Support Agent who will be responsible for providing support to all Ignite Resellers with the purpose of information sharing, accurate and timeous processing, escalation and resolving of support related queries whilst ensuring and maintaining quality and cost effectiveness.

**Job Output**:

- Responsible for Reseller interactions that result in escalating support queries within scope of Reseller products
- Liaise with other divisions and 3rd parties to effectively resolve customer queries
- Basic troubleshooting to identify common resolutions or escalations to the correct division or 3rd party
- Alerting the business of potential outages, system failures or new issues affecting our reseller’s customers
- Effectively resolve client queries
- Understand the requirements of the customer
- Accurately recording, updating and changing customer information on business systems
- Ad Hoc functions

**Skills and Competencies**:

- Excellent written/verbal communication skills
- Deliver fast, professional support
- MWEB Product Knowledge
- Customer Service focused
- Assertiveness
- Tact and ability to negotiate
- Listening and questioning skills
- Strong administration skills are essential
- Troubleshooting skills
- Team orientation
- Objection handling
- Able to respond dynamically to change
- Attention to detail
- Numerical skills

**Qualifications**:

- Matric
- Computer Literate (MS Excel/MS Word and MS Outlook)
- Basic accounting knowledge would be advantageous

**Experience**:

- 3-5 years Customer Service experience in a customer telephonic support environment
- Experience in a Customer Contact Centre with regards to accounts and billing
- Administration experience is a highly recommended