Objectives

•Receive and analyse customer complaints received from the outsourced call centre.
•Resolve telephonic queries from Corporate Clients with regards to account, service, Network, Tariffs, Upgrades, Cancellations, Handset and Billing.
•Provide support in terms of quotations, advice, cancellations, disputes and migrations.
•Provide a solution or identify the fault to enable a solution.
•Refer customer queries to the relevant departments where required.
•Maintain relationships with internal and external customers.
•Meet strategic targets in terms of Upgrades and Churn.
•Respond to queries within agreed upon timeframes to ensure sound relationships.

Key Outputs

•Resolve Queries
•Provide Support
•Refer Customers
•Maintain Relationships

Competencies

Skills:

•MS office skills
•Delivering Results and Meeting Customer Expectations
•Working with People
•Following Instructions and Procedures
•Adapting and Responding to Change
•Deciding and Initiating Action
•Coping with Pressures and Setbacks

Knowledge:

•Knowledge of Billing systems
•Knowledge of the Network
•Knowledge of the business environment
•Knowledge of competitors

Attitudes:

•Pro-active
•Adaptable
•Adhering to Principles and Values
•Achieving Personal Work Goals and Procedures

Requirements

QUALIFICATIONS:

•Matric/Grade 12 or equivalent [NQF level 4] (Essential)

EXPERIENCE:

•2 years administrative experience in a customer services environment is essential.
•1 year experience in either a customer service or call centre environment is an added advantage.
•Administrative experience in a corporate environment will be advantageous.

Other

Ability to work flexible working hours based on business and customer requirements.

{Please note that the onus lies with the candidate to provide us with substantial evidence to proof that his/her qualification is equivalent to the required NQF (National Qualifications Framework) level for the specific position.}