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Closing date: Not specified


Tracking NumberCT_0002_SJ_CS
Job TitleCustomer Service Representative - Technical Support
Reporting ToTeam Manager
Job Type ClassificationPermanent
Location - ProvinceWestern Cape
Job DescriptionThe Technical Customer Contact Centre, located in Cape Town, currently has 9 vacancies for Customer Service Representatives - Technical Support, who, reporting to the Team Manager, will be responsible to telephonically (not limited to) respond to the needs of MWEB customers within the prescribed scope of support. Customer Service Representatives are required to understand the requirements of the customer and to deliver fast, professional support, accurate, relevant product information and to resolve or correctly escalate the customer. Customer Service Representatives are responsible for customer interactions that result in resolved queries within scope whilst ensuring that quality and cost effectiveness is maintained.
Duties & Responsibilities• Schedule adherence
• Service technical inbound/outbound call traffic
• Identify customers needs
• Provide solutions
• Resolve customer queries, complaints and objections
• Record customer information
Required Skills• Result orientation
• Listening
• Learning orientation
• Team orientation/relationship building
• Objection handling
• High tolerance level/resilience
• Customer service orientation
• Able to respond dynamically to change
• Attention to detail
• Computer literacy
• Troubleshooting skills
• Bilingual
• Strong communication skills – written and verbal
• Flexibility
Qualifications and experience required• Proven product knowledge and experience in an ADSL/Wireless environment
• 2 years inbound call centre experience
• Good understanding of call centre practices
• Thorough Understanding of internet and email
• Basic knowledge of computer hardware and software
• Knowledge of operating systems, e.g. Windows 95, 98, Me, 2000, XP, Vista, Windows 7 & 10 and MAC
• IT qualification will be an advantage (A+ Course/MCDST preferable)