The detail:

Query Resolution

• Enhance the overall customer experience and ensure customer satisfaction and turnaround time on queries.
• To take inbound calls from customers regarding sales, product queries and complaints and to assist the customers with every request.
• Offer solutions with the objective of retaining customers, and initiate corrective action as needed.

Reporting

• Provide accurate feedback from issues arising from inbound calls ensuring first call resolution within service level agreements.
• Support Team Leaders with various daily reports to networks.
• Analyse data and report on trends and anomalies within each segment of the business unit.

Escalations

• Liaise with service providers, networks, and 3rd parties around escalated queries to ensure all queries are resolved within the agreed time frames.

Requirements

Are you this person?

• Do you have a matric qualification?
• Do you have a minimum of 1-year customer care experience within an inbound call centres or customer care environment?
• Great listener, and even greater communicator – does this sound like you?
• Are you all about the detail in administration?
• Do you know your way around MS. Excel and Word?
• Do you have broadband experience (FLTE)