TPSA Customer Service Advisor (Telecommunications)

• Matric/ Equivalent

• Minimum of 6 months – 12 months’ experience working within a similar service/Sales driven environment. (Technical Support)- preferred
• Experience in customer facing technical support. – preferred
• Good knowledge of operating systems, email clients - Preferred
• Knowledge of and/or solid understanding of Wi-Fi, configuration of cable modems, routers, switches and other networking peripherals. -Preferred
• Competence of the MS Office Suite.
• Proven Experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards

• Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:

• Sales and product enquiries, Account and billing queries, service faults, service configuration and troubleshooting.
• Provide support to customers while demonstrating excellent customer service skills
• Use network monitoring tools to assess and identify issues
• Log and escalate faults with relevant contacts and systems to required level of detail
• Take ownership of and manage incidents through to resolution
• Liaise with various internal support and engineering groups during progression of issues (Data, voice, transmission, NOC etc.)
• Manage the prioritization of issues
• Liaise with the various Telecoms operators, partner organizations, vendors and IT support representatives in managing issues related to Virgin Media services Main Outputs: (e.g. reports, written correspondence, sales)
• Maintain and update customer contact and account details.
• Maintain a report on support contact drivers to identify patterns in fault occurrences.
• Carry out specific administrative support as requested

Teleperformance