Customer Service Advisor - Night Shift- FACape TownSalary: ZAR 200000 - 300000OverviewTo provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directives.
Actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business.
Handle day-to-day customer requests received via different channels of communication as per Client guidelines.QualificationsEducation and Specific TrainingMatric/EquivalentWork ExperienceMinimum of 6 - 12 months' experience working within a similar service/Sales driven environment (Technical Support) - preferredExperience in customer-facing technical support - preferredGood knowledge of operating systems and email clients - preferredKnowledge of Wi-Fi, configuration of cable modems, routers, switches, and other networking peripherals - preferredCompetence in the MS Office SuiteProven experience in delivering excellent customer services to internal and external customersMaintain campaign performance, quality, regulatory, and compliance standardsResponsibilitiesHandle incoming phone calls and emails from existing and potential business customers on queries relating to:Sales and product enquiriesAccount and billing queriesService faultsService configuration and troubleshootingProvide support to customers while demonstrating excellent customer service skillsUse network monitoring tools to assess and identify issuesLog and escalate faults with relevant contacts and systems to the required level of detailTake ownership of and manage incidents through to resolutionLiaise with various internal support and engineering groups during the progression of issues (Data, voice, transmission, NOC, etc.
)Manage the prioritization of issuesLiaise with various Telecoms operators, partner organizations, vendors, and IT support representatives in managing issues related to Virgin Media servicesMaintain and update customer contact and account detailsMaintain a report on support contact drivers to identify patterns in fault occurrencesCarry out specific administrative support as requested
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