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CLIENT SERVICE (BILLING AND TECHNICAL) REPRESENTATIVE for MWEB | Remote SA

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Description

Main Purpose of the Job: 

The Billing & Client Services Department currently has a vacancy for a Client Services & Collections Representative who will be responsible for providing customer support – that includes information sharing, resolving of client services related queries and to perform outbound outbound collections on overdue accounts from time to time.

This role will also be required to assist customers with Technical Support Queries on the Vuma Reach Products offered by the company.

Minimum Requirements: 

• Fluent in English – written and spoken
• Matric/ Grade 12 certificate
• 1+ Year customer services experience within an ISP Call Centre
• 1+ Year customer service experience with billing, and technical and desktop customer support in a Contact Cetner Environment (Calls and LiveChat) 
• Exposure to a Customer Service Scoring System (e.g. Net Promoter Score)
• Computer Literate (MS Excel/MS Word and MS Outlook) 
• Analytical thinking with strong troubleshooting ability
• Strong understanding of ISP Networks
• Must be able to work  to work shifts (including weekends & public holidays)
• Customer Service experience in a Contact Center Environment – Calls and LiveChat 
• Administration Skills

Ideal Requirements:

• CompTia A+ Certification 
• Ability to access a Fiber Connection 

What you will be doing:

  • Provide efficient and effective support to Mweb Vuma Reach Customers around billing and technical queries via WhatsApp Live Chat and Calls
  • • Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
  • • Escalation of Faults beyond 1st Line Support
  • • Router Configuration
  • • Customer Account Management
  • • Updating customer records
  • • Account activations/cancellations
  • • Account payment management
  • • Advising customers on account balances
  • • Account reconciliations
  • • Credit and debit note management
  • • Meeting Daily Live Chat and Call Targets

Requirements

Skills and Competencies: 

• Excellent written/verbal communication skills 
• The ability to work timeously to deliver fast, efficient, and professional support. 
• Customer- centricity. 
• Assertiveness 
• Conflict Resolution 

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