Net Nine Nine is a leading Internet Service Provider, with a mission to provide innovative and affordable solutions that create access to information for communities throughout South Africa. We are looking for a Customer Experience Coordinator who will be the primary point of contact for customers with technical, billing, and account-related queries.Key Responsibilities:The Customer Experience Coordinator will play a key role in delivering outstanding customer service and support across various channels. Responsibilities include:Responding to customer support requests through all available channels, addressing questions, resolving technical issues, billing discrepancies, and account-related queries.Managing, assigning, and resolving tickets in the Ticketing System within designated SLA time frames.Logging tasks for maintenance teams based on network needs or received tickets and ensuring compliance with SLA requirements.Monitoring network performance, identifying potential breaks or failures, and reporting outages to internal teams, the company, clients, and third parties as needed.Escalating technical, billing, or account-related issues to providers promptly.Escalating complex customer issues through the appropriate chain of command when necessary.Adhering to established support procedures and protocols while contributing to their continuous improvement.Engaging in training and development to enhance technical skills, product knowledge, and customer service capabilities.Guiding clients on how to use and manage their services, providing step-by-step assistance.Educating clients on fibre technology, technical applications, and troubleshooting processes.Communicating effectively across various platforms with teams, providers, and clients to provide feedback and resolve issues or inquiries.Taking ownership of customer queries, ensuring effective resolutions, and escalating to relevant parties when needed while following through to resolution.Managing client relationships, expectations, and overall satisfaction.Monitoring and maintaining key performance indicators.Upholding and representing the values and ethos of Net Nine Nine.Collaborating with the support team to address all responsibilities and any additional challenges that arise.Requirements:The ideal candidate should have the following qualifications and skills:Experience in customer service.Experience working in a call center environment.Matric Certificate or equivalent qualification.Bachelor's degree in business, customer service, computer networking, a related field, or equivalent work experience (Beneficial).Strong communication, customer service, and problem-solving abilities.Capability to manage challenging customer interactions.Access to reliable home internet.Access to a reliable smartphone.Reliable transportation.Ability to pass a background check.Physical ability to lift at least 10 kg without assistance.Competencies:Proficient in English; multilingual skills are a plus.Proficient in using computers, including Office Suite (Outlook, Excel, etc.), internet browsers, CRM systems, instant messaging platforms, monitoring systems, and other software.Understanding of internet functionality, basic fibre optics, and networking concepts.Ability to work effectively under pressure.Skilled at multitasking and prioritizing tasks.Capable of meeting deadlines and completing work within set time frames.Team-oriented, with the ability to delegate, take on tasks, cover for colleagues, and provide or request assistance as needed.Self-motivated, articulate, patient, helpful, responsible, independent, professional, dedicated, proactive, and eager to learn.Working Conditions:Flexible to work shifts (day or night) outside of standard working hours.Willingness to work on some weekends and public holidays.Adaptable to a fast-paced environment.Capability to work remotely.
#J-18808-Ljbffr
