Tech Support Customer Service Representative

CallForce

  • Cape Town, Western Cape
  • R6,000-9,000 per month
  • Contract
  • Full-time
  • 16 days ago
Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment. Achieve service levels in compliance with company directives.Duties and responsibilities:
  • Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA
  • Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
  • Assist and resolve incidents according processes and procedures.
  • Resolve FTTH issues through effective troubleshooting and configuration.
  • Ensure excellent customer service and effective and efficient problem-solving.
  • Preserve and build relationship with customers and other stakeholders 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 inclusive of 2nd line up Field Engineers.
  • Submit reports including progress reports and analysis of information and statistics.
  • Data capture customer info, escalated incidents and the processing of the ticket data
Education and Experience:
  • Matric
  • English language proficiency
  • Minimum 1 year inbound technical support experience within a center required
  • Typing speed of minimum 35 wpm
Key Competencies and Skills:
  • Excellent communication skills
  • Tech support
  • persuasiveness
  • tenacious
  • negotiation skills
  • stress tolerance
  • effective time management
Salary and rates including allowances, incentives:R35 per Hour for the first 3 months probation - once deemed competent you will earn a basic salary of R6 000 with an additional R1 000 if you meet your kpi's each month. Shift allowance and travelling allowance.Days & times of work:The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.

CallForce