CUSTOMER SERVICE REPRESENTATIVE (BILLING & TECHNICAL) for MWEB | onsite CT
Description
Main Purpose of the Job:
The Client Services Onboarding team currently has a vacancy for a Customer Service Representative who will be responsible for providing customer support – that includes information sharing and resolving technical and billing related queries.
Job Output:
responsible for customer interactions that result in resolved technical, billing and account queries.
o Identify and understand customer needs.
o Provide solutions to technical and account management queries.
o Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction.
o Deliver exceptional service to customers in all interactions.
o Diligently execute escalations beyond 1st line support.
o Record accurate summaries of customer interactions in the company business system.
o Utilise all available tools and resources to resolve customer queries completely
Skills and Competencies:
o Call Centre
o Technical Support
o MS Office Suite
o Conflict Resolution
o Technical Literacy
o Analytical
o Strong written/verbal communication skills
o Customer Service focused.
o Assertiveness
o Tact and ability to negotiate.
o Listening and questioning skills
o Troubleshooting skills
o Objection handling
o Attention to detail. o Numerical skills Excellent
o Communication Skills
Requirements
Qualifications
• Grade 12/Matric
• Computer Literate (MS Excel/MS Word and MS Outlook)
Experience:
• Strong understanding of ISP Networks
• 1+ Year customer services experience within an ISP Call Centre
• 1+ Year technical and desktop customer service experience
• Administration experience is a highly recommended
