Key Responsibilities

• Identify and respond to the customers needs with helpful solutions, delivering a high-quality service
• Apply empathy and patience when dealing with irate customers
• Apply excellent listening skills and probing techniques to establish relevant information to resolve the query
• Ensure customer call backs to provide an update on the progress of the query
• Ensure first call resolution on customer queries
• Strive for excellence with every interaction

Minimum Requirements

• Passion for customer service & must enjoy problem solving & exceeding customer expectations
• Experience dealing with customer complaints
• At least 1 year experience in customer services, preferably in a call center
• At least 6 months technical support experience
• Matric
• Computer literacy

Working Hours

• 06h00 22h00 Monday to Sunday on rotational shifts
• Address: 122 St Georges Mall Newspaper House, 2nd Floor, Cape Town

What you can expect

• Value-driven company with a culture that focuses on People Come First
• Theoretical & practical world-class training to ensure you can apply what you have learned
• Extensive support during incubation to ensure high levels of success in our dynamic operation
• Long-term growth opportunities

Job Type: Full-time

Pay: R6 000,00 – R7 000,00 per month

Ability to commute/relocate:

• Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Required)

Experience:

• technical: 1 year (Required)

.

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:

• Whilst in training/probation you will receive a basic of R6020 for 3 months
• After 3 months depending on your performance (getting above 67% FCR) you will then receive a basic of R7000
• Adherence Incentive R1000
• Vodacom incentive breakdown 65% FCR = R500 / 69% FCR = R1000 / 72% FCR = R2000 (First Call Resolution)
• Potential earnings of up to R9000

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.

We have an exciting opportunity for Customer Service Representatives to join a dynamic team of tech experts focused on redefining superior customer service in the telecommunications sector.

This role is focused on providing professional inbound technical support for resolving technical customer queries with the goal of first call resolution and end-to-end service delivery.

Salary
Great base salary and incentives with potential earnings of up to R 9000 per month

Key Responsibilities

• Identify and respond to the customers needs with helpful solutions, delivering a high-quality service
• Apply empathy and patience when dealing with irate customers
• Apply excellent listening skills and probing techniques to establish relevant information to resolve the query
• Ensure customer call backs to provide an update on the progress of the query
• Ensure first call resolution on customer queries
• Strive for excellence with every interaction

Minimum Requirements

• Passion for customer service & must enjoy problem solving & exceeding customer expectations
• Experience dealing with customer complaints
• At least 1 year experience in customer services, preferably in a call center
• At least 1 year technical support experience
• Matric
• Computer literacy

Working Hours

• 06h00 22h00 Monday to Sunday on rotational shifts
• Address: 122 St Georges Mall Newspaper House, 2nd Floor, Cape Town

What you can expect

• Value-driven company with a culture that focuses on People Come First
• Theoretical & practical world-class training to ensure you can apply what you have learned
• Extensive support during incubation to ensure high levels of success in our dynamic operation
• Long-term growth opportunities

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.

We have an exciting opportunity for Customer Service Representatives to join a dynamic team of tech experts focused on redefining superior customer service in the telecommunications sector.

This role is focused on providing professional inbound technical support for resolving technical customer queries with the goal of first call resolution and end-to-end service delivery.

Salary
Great base salary and incentives with potential earnings of up to R 9000 per month

Key Responsibilities

• Identify and respond to the customers needs with helpful solutions, delivering a high-quality service
• Apply empathy and patience when dealing with irate customers
• Apply excellent listening skills and probing techniques to establish relevant information to resolve the query
• Ensure customer call backs to provide an update on the progress of the query
• Ensure first call resolution on customer queries
• Strive for excellence with every interaction

Minimum Requirements

• Passion for customer service & must enjoy problem solving & exceeding customer expectations
• Experience dealing with customer complaints
• At least 1 year experience in customer services, preferably in a call center
• At least 6 months technical support experience
• Matric
• Computer literacy

Working Hours

• 06h00 22h00 Monday to Sunday on rotational shifts
• Address: 122 St Georges Mall Newspaper House, 2nd Floor, Cape Town

What you can expect

• Value-driven company with a culture that focuses on People Come First
• Theoretical & practical world-class training to ensure you can apply what you have learned
• Extensive support during incubation to ensure high levels of success in our dynamic operation
• Long-term growth opportunities

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.