ZAF Customer Service Representative DCS Nightshift - …, Cape Town

Overview 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. "Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit&criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the afore‑mentioned checks as part of our Recruitment process with our registered service provider."

Qualifications Education and Specific Training

Matric/ Equivalent

Work Experience

Minimum of 6 months– 12 months’ experience working within a similar service/Sales driven environment. (Technical Support)- preferred

Experience in customer facing technical support.– preferred

Good knowledge of operating systems, email clients - Preferred

Knowledge of and/or solid understanding of Wi‑Fi, configuration of cable modems, routers, switches and other networking peripherals. -Preferred

Competence of the MS Office Suite.

Proven Experience in delivering excellent customer services to internal and external customers

Maintain campaign performance, quality, regulatory and compliance standards

Responsibilities

Handle 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 skills

Use network monitoring tools to assess and identify issues

Log and escalation faults with relevant contacts and systems to required level of detail

Take ownership of and manage incidents through to resolution

Liaise with various internal support and engineering groups during progression of issues (Data, voice, transmission, NOC etc.)

Manage the prioritization of issues

Liaise with the various Telecoms operators, partner organizations, vendors and IT support representatives in managing issues related to Virgin Media services Main Outputs: (e.g. reports, written correspondence, sales)

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

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