Customer Care Agent - Gauteng

We are hiring a Customer Care Agent to handle all inbound calls to our support line, providing technical support to customers while in the office. This is a permanent position located in Gauteng.

Responsibilities include performing ticket investigations, troubleshooting, assisting with client queries, and making system or device configuration changes.

• Adhered to company policies and departmental procedures.
• Adhered to third-party agreements and policies.
• Adhered to Service Level Agreements and timelines.
• Maintain confidentiality.
• Build and maintain exceptional client relations.
• Maintain positive client relationships throughout any issue resolution.
• Provide follow-up client satisfaction with clients, as needed.
• Escalate unresolved client complaints regarding support.
• Operate as the support point of contact to customers.
• Build credibility by communicating trust, morale and professionalism with clients.
• Assist with challenges a customer may experience.
• Provide prompt solutions or options going forward related to challenges.
• Assist with high severity requests or issue escalations as needed.
• Provide feedback to customers when dealing with customer requests.
• Identify customer needs and exceed client expectations.
• Identify potential/possible cancellations from clients and communicate to Account Manager.
• Provide effective and proactive Support and solutions to avoid possible client cancellations.
• Answer all calls to the call centre.
• Create tickets for all calls and emails received.
• Provide feedback to customers on allocated tickets.
• Escalate tickets should it be necessary.
• Assist with Out of Box Failure tests when required.
• Assist with All device setups, from OBF to Complete Setup of hardware and Services when required.
• Assist with device setup for Repairs.
• Assist with Quality Control of devices when required.
• Do a proper shift handover.
• Update tickets as per progress on setup of devices.
• Assist with resolving 0% Guard Patrol Sites when required.

• Senior certificate (NQF4) or the equivalent.
• Previous formal Call Centre training will be beneficial.
• Previous formal telecommunications training will be beneficial.
• Previous formal IT training will be beneficial.
• Fluent in English.
• Valid code B driver's license and own transport.
• Passed credit and criminal checks.
• S.A Citizen.
• Experience in Customer care procedures.
• Basic understanding of IT.
• Basic understanding of TeamViewer and Google product suite.
• Understanding of Android devices.

Closing date: .