Customer Services Analyst/Agent

3 days ago

Cape Town, South Africa Logicalis Full time

Job Description

Why choose Logicalis?It’s not just IT solutions, It’s IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4, employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic

ROLE PURPOSE

The Customer Services Analyst\Agent is part of a dedicated team assisting customers with first level support on various technologies. The activities include phone call handling, email management, 3rd party management, first contact resolution and engaging resolver teams within the wider business.

The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours – you will be required to work in shift & public holidays.

ROLE RESPONSIBILITIES:

Improve Quality of tickets by creating Knowledge articles – Target 90%

Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS).

Plan and document standard operating procedures, call routing, and call management strategies.

Update the knowledgebase articles for key processes

Service Level agreements\Retain customers – Target 80% (FCR)

Respond promptly to customer contacts via telephone, e-mail, or other communication channels.

Gather customer and technical information to assess appropriate level of service and urgency.

Update customer databases with service request details and resolution outcomes.

Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs.

Monitor progress of the service requests and escalate when needed.

Follow up with customers to ensure their inquiries and service requests have been fully addressed.

Identify opportunities to improve customer service processes.

Develop and maintain relationships with customers to ensure positive customer experience.

Respond quickly to customer requests for service and ensure timely closure of incidents and requests.

Customer experience\Team Collaboration – Target 90%

Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery.

Work closely with external contractors to arrange site visits or remote access sessions

Work closely with internal teams and stakeholders.

Development\Training – Target %

Identify own areas of development and advise Team Lead of courses that can assist in closing the gap.

Provide technical advice and training to more junior colleagues.

QUALIFICATIONS

Matric A+ N+ IT Diploma or Certificate (preferred) ITIL Foundation (advantageous) Microsoft Active Directory Administration (advantageous)

EXPERIENCE

At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.

The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.

Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages

Knowledge of system troubleshooting techniques.

Strong problem-solving and analytical skills.

Good communication skills both written and verbal.

Ability to work well and collaboratively in a team environment.

Experience in the following applications will be advantageous.

Supported Applications

Operating Systems

Applications

Windows 10

Adobe Reader

Windows 11

Google Docs

Windows network folder/file security

KeePass

Security Applications

Ticketing systems (Service Now)

VirusScan

Telephony (xCally & MicroSip)

Internet Browsers

Microsoft Office

Apple Safari

Microsoft Access

Google Chrome

Microsoft Word

Microsoft Edge

Microsoft Excel

Mozilla Firefox

Microsoft MS Teams

Mobile Devices

Microsoft Lync

Android Devices (Tablets/Phones)

Microsoft Visio

iOS Devices (iPads/iPhones)

Microsoft Outlook

Windows Mobile (Tablets/Phones)

Microsoft PowerPoint

Hardware

Microsoft Project

Printers

Microsoft SharePoint

Laptops

Microsoft InfoPath

Desktops

Software Tools

Peripherals (keyboard, mouse)

MS Active Directory Admin center

MS Exchange Admin center

Desktop Remote access tools

PERSON REQUIREMENTS:

A detailed and accurate approach to undertaking all duties Understand the Ticket Logging Systems (ServiceNow) A good listener, with the ability to communicate technical issues and resolutions to people of varying levels of understanding A team player but able to work independently and be self-motivated. The ability to work with minimum supervision and to maintain a high level of motivation and productivity The ability to prioritise while under pressure Professional & diligent Good telephone etiquette, Enthusiastic, energetic and confident, Broad understanding of IT infrastructure, networking or servers and peripherals Actively seek to improve and grow own skill and knowledge in appropriate areas Internet access at home (Fibre or WiFi with 25MB Upload/Download speed) Adequate power back-up for Eskom Loadshedding Valid Driver's license Own a reliable Vehicle

  • Insurance Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job DescriptionPrimary Job Duties & ResponsibilitiesRole involves handling inbound calls from customers/agents to resolve queries on their accountsRole requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from CustomersReview and...

  • Onecare Service Agent

    2 weeks ago

    Cape Town, South Africa SA - Liner Business - Customer Services - Cape Town - Imports Full time

    **JOB PURPOSE**: As ONECare Service Agent you are responsible for providing frontline responses to queries from our ONECare clients and provide resolutions for service issues that are brought to you through Service Cloud or other channels. You assist our SME clients with advice and solutions or educate and guide them in using ONE's growing range of customer...

  • Customer Service Agent

    3 weeks ago

    Cape Town, South Africa Isilumko Staffing (CPT) Full time

    URGENT: Customer Service Agents Please note that this is an entry level position. Must have customer service experience. We are seeking customer service agents for a Call Centre BPO located in Town. - Basic + Medical and Pension benefits - Permanent call centre opportunity - Must be able to work rotational shifts for a USA campaign - Transport after 7pm -...

  • Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Quality Connect Staffing Full time

    They are currently seeking a Customer Service Agent to join their dynamic team in Blackheath, Capet Town.Job Overview:As a Customer Service Agent, you will be responsible for interacting with customers to provide information in response to inquiries about products and services and to handle and resolve any customer complaints. The ideal candidate will have...

  • Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Isilumko Staffing (CPT) Full time

    URGENT:Customer Service AgentsPlease note that this is an entry level position.Must have customer service experience.We are seeking customer service agents for a Call Centre BPO located in Town. Basic + Medical and Pension benefits Permanent call centre opportunity Must be able to work rotational shifts for a USA campaign Transport after 7pm Nightshift...

  • Insurance Customer Service Agent

    4 weeks ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionPrimary Job Duties & ResponsibilitiesRole involves handling inbound calls from customers/agents to resolve queries on their accountsRole requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from CustomersReview and...

  • Customer Service Agent

    4 weeks ago

    Cape Town, South Africa Bet.co.za Full time

    **The Company**:Bet.co.za **Role Name**: Customer Service Agent **Location**: Somerset Road, Green Point, Cape Town **Hours of work**: Weekday shift: 07h00-16h00 and 15h00-00h00, Weekend shift: 08h00-16h00 and 15h00-23h00 and on call schedule **Role summary**: A Customer Service Agent is required to improve customer satisfaction, customer service...

  • Customer Services Analyst/Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Logicalis Full time

    Job Description Why choose Logicalis? It's not just IT solutions, It's IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes. Our customers span industries and geographical regions;...

  • Customer Service Agent

    4 weeks ago

    Cape Town, South Africa Afrizan People Intelligence Full time

    Our Client in the Telecommunications Industry is looking for Customer Service Agents. - Provide product and service information to customers. - Follow up on customer calls. - Reroute calls to appropriate departments. - Maintain customer relations as well as customer satisfaction. - Grade Twelve - Clear criminal record - Clear credit check - Customer Service...

  • Customer Service Agent

    3 weeks ago

    Cape Town, South Africa abc Full time

    Customer Service agent with minimum 1 year of experience in an international BPO office based in Cape Town CBD shift from 2 pm to 2 am needs to be South African citizen no criminal record no bad debts matric certificate

  • Customer Service Agents

    2 weeks ago

    Cape Town, Western Cape, South Africa CareerBox Full time

    Careerbox Cape Town is looking for customer service agents for an Australian campaign.Duties & Responsibilities Those who are successful in this role tend to enjoy interacting with customersand providing exceptional customer services. They have a good understanding of professional customer service and understand the need for insurance. Successful applicants...

  • Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa abc Full time

    Customer Service agent with minimum 1 year of experience in an international BPOoffice based in Cape Town CBDshift from 2 pm to 2 amneeds to be South African citizenno criminal recordno bad debtsmatric certificate

  • Customer Service Agent

    3 weeks ago

    Cape Town, South Africa Pollock and Associates Full time

    Customer Service Agent Distribution / Transport / Logistics / Supply Chain ~ FMCG / Food & Bev /Agri Cape Town - Western Cape - South Africa Reporting to the National Customer Service Manager you will be required to ensure effective and efficient communication with drivers by issuing special instructions and liaising between drivers and customer service....

  • customer service agent

    2 weeks ago

    Cape Town, South Africa abc Full time

    Customer Service agent with minimum 1 year of experience in an international BPOoffice based in Cape Town CBD shift from 2 pm to 2 amneeds to be South African citizenno criminal recordno bad debtsmatric certificate

  • Operations & Customer Service Agent

    4 weeks ago

    Cape Town, South Africa Shift Full time

    **Job Title**:Operations & Customer Service Agent **Location**:Cape Town (working from home) **Contract**:Permanent, full time - 45 hours per week **Hours**:Shifts between 8am and 10pm - Any 5 out of 7 days per week Shift is a rapidly growing marketplace disrupting the logistics industry across Europe. Our teams create solutions using technology to solve...

  • Customer Service Agent

    2 weeks ago

    Cape Town, South Africa Isilumko Staffing Full time

    URGENT: BPO Call Centre Agents needed-Our client in the BPO (international) Call Centre are looking for strong customer service candidates to join their team for a USA Campaign.-This will be night shift.Must reside in Cape TownWill be based in TownMust have a clear criminal record and clear ITC (No Debt)Must have MatricMust have 1 year call centre experience...

  • Customer Service Agent

    3 weeks ago

    Cape Town, South Africa Adzuna ZA B C2 Full time

    URGENT: BPO Call Centre Agents needed-Our client in the BPO (international) Call Centre are looking for strong customer service candidates to join their team for a USA Campaign.-This will be night shift.Must reside in Cape TownWill be based in TownMust have a clear criminal record and clear ITC (No Debt)Must have MatricMust have 1 year call centre experience...

  • Customer Service Agent

    3 weeks ago

    Cape Town, South Africa Isilumko Staffing (JHB) Full time

    URGENT: BPO Call Centre Agents needed-Our client in the BPO (international) Call Centre are looking for strong customer service candidates to join their team for a USA Campaign.-This will be night shift.Must reside in Cape TownWill be based in TownMust have a clear criminal record and clear ITC (No Debt)Must have MatricMust have 1 year call centre experience...

  • Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Telebest Full time

    Our client has an opportunity available for a Customer Service Agent.Requirements:Ability to problem solve and perform analytical skills.Good communication skills.Passionate about customer service.Ability to think creatively and innovatively.MatricBasic numeracy advanced literacy skills.12 months of Call Centre Customer Service experience.Product knowledge...

  • Customer Service Agent

    4 weeks ago

    Cape Town, South Africa Telebest Full time

    Our client has an opportunity available for a Customer Service Agent.Requirements:Ability to problem solve and perform analytical skills.Good communication skills.Passionate about customer service.Ability to think creatively and innovatively.MatricBasic numeracy advanced literacy skills.12 months of Call Centre Customer Service experience.Product knowledge...