Call Centre Agent Technical Support – 3 Month Contract with the option to extend
Salary Grade/Band: R9600 CTC p.m.
Benefits: A free gym on the premises
Hours: Mon – Fri : 08h00 to 18h00
Saturdays: 09h00 – 14h00
Sunday: 09h00 – 12h00
Standby: until 22h00 Mon – Sat and until 18h00 on Sun
MUST HAVE 1-3 YEARS TECHNICAL SUPPLORT EXPERIENCE
MUST HAVE A CLEAR ITC & CRIMINAL RECORD DUE TO WORKING WITH THE BANKS.
EDUCATION AND SKILL REQUIREMENTS
- Grade 12 at least.
- Minimum 3 years call centre experience, preferably in the Communications or IT industries.
- Ability to translate and troubleshoot software or hardware applications. An understanding of configuration settings, I.P. Addresses and communication technology particularly X-link, GPRS and fixed line telephony.
- Afrikaans would be an advantage but not a must.
- Computer literate in MS Office products.
QUALITIES
- Pleasant and friendly mannerism.
- Good command of the English language..
- Service excellence background with focus on quality.
- Understands call handling processes with the ability to actively listen and probe to gain information. The candidate may need to deal with irate clients from time to time and this will need to be handled tactfully and professionally.
- Ability to adapt to change and meet the changing demands of the work environment and to meet any expected demands.
- Dependability – to follow instructions as well as take responsibility for their actions and also keep commitments.
PRIMARY RESPONSIBILITIES
- Answer telephones, respond to and document customer requests. Build customer report.
- Follow trouble shooting processes and outlined procedures.
- Provide customers with product and service information.
- Identify, research, and resolve customer issues using the knowledge base.
- Follow-up on customer inquires that are not resolved immediately.
- Complete online call logs and reports.
- Research and resolve issues related to queries.
- Research misapplied payments. Research and communicate query resolution methods.
- Recognize, document and alert management of trends in customer calls.
- Recommend process improvements and follow workflow processes and procedures.
- Other duties as assigned.
