To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines.ResponsibilitiesHandle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:Sales and product enquiries, Account, and billing queries, service faults, service configuration and troubleshooting.Provide 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 required level of detailTake ownership of and manage incidents through to resolutionLiaise with various internal support and engineering groups during progression of issues (Data, voice, transmission, NOC etc.)Manage the prioritization of issuesLiaise with the various operators, stakeholders, partner organizations, vendors and IT support representatives in managing issues related to Telecoms.Maintain and update customer contact and account details.Maintain a report on support contact drivers to identify patterns in fault occurrences.Carry out specific administrative support as requested.Main Job RequirementsEducation and Specific Training Work ExperienceMatric/ EquivalentMinimum of 6 months – 12 months' experience working within a similar service/Sales driven environment. (Telecommunications)Good knowledge of operating systemsKnowledge of and/or solid understanding of Wi-Fi, configuration of cable modems, routers, switches, cell phones and other networking peripherals - advantageousCompetence of the MS Office Suite.Maintain campaign performance, quality, regulatory and compliance standardsWilling to work Night shift hoursJob Type: Full-timePay: From R8500,00 per monthAbility to commute/relocate:Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Required)Education:High School (matric) (Required)Experience:Telecommunications: 1 year (Required)BPO Sales/Service: 1 year (Required)
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