Tech Support Customer Service Representative, Cape Town

Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment. Achieve service levels in compliance with company directives. 

Duties and responsibilities:

• Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA
• Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
• Assist and resolve incidents according processes and procedures.
• Resolve FTTH issues through effective troubleshooting and configuration.
• Ensure excellent customer service and effective and efficient problem-solving.
• Preserve and build relationship with customers and other stakeholders on behalf of the business.
• Effectively follow up on calls including other key commitments made to clients.
• Reduce escalated incidents in line with SOPs and policy.
• Provide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.
• Submit reports including progress reports and analysis of information and statistics.
• Data capture customer info, escalated incidents and the processing of the ticket data

Education and Experience:

• Matric
• English language proficiency
• Minimum 1 year inbound technical support experience within a center required 
• Typing speed of minimum 35 wpm

Key Competencies and Skills:

• Excellent communication skills
• Tech support 
• persuasiveness
• tenacious
• negotiation skills
• stress tolerance
• effective time management

Salary and rates including allowances, incentives:

• Whilst in training/probation you will receive a basic of R6020 for 3 months
• After 3 months depending on your performance (getting above 67% FCR) you will then receive a basic of R7000
• Adherence Incentive – R1000
• Vodacom incentive breakdown – 65% FCR = R500 / 69% FCR = R1000 / 72% FCR = R2000 (First Call Resolution)
• Potential earnings of up to R9000

Days & times of work:

The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.