We are Hiring

Customer Care Agent (Gauteng)

Closing: 2024-05-17

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Instacom reserve the right not to make an appointment to any advertised position. Preference is always given to existing Instacom employees, and the choice made is purely on merit and qualifications.Instacom – Instant Communications Solutions(Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in our business and the Global market in which we participate.Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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The incumbent is responsible for all calls made to the support line, to provide support to customers with technical related issues while in the office. Duties include performing out of Box failure of all new devices, basic settings, pre-setup and complete setup of all devices, working shifts in the call centre and be the first point of contact for all Networks PTX Support.

This position is located in Gauteng and is a Permanent employment offer.

BASIC DUTIES

Adhered to company policies and departmental procedures.
Adhered to third-party agreements and policies.
Adhered to Service Level Agreements and timelines.
Maintain confidentiality.
Build and maintain exceptional client relations.
Maintain positive client relationships throughout any issue resolution
Provide follow-up client satisfaction with clients, as needed.
Escalate unresolved client complaints regarding support
Operate as the support point of contact to customers.
Build credibility by communicating trust, morale and professionalism with clients.
Assist with challenges a customer may experience.
Provide prompt solutions or options going forward related to challenges.
Assist with high severity requests or issue escalations as needed.
Provide feedback to customers when dealing with customer requests.
Identify customer needs and exceed client expectations.
Identify potential/possible cancellations from clients and communicate to Account Manager
Provide effective and proactive Support and solutions to avoid possible client cancellations.
Answer all calls to the call centre.
Create tickets for all calls and emails received.
Provide feedback to customers on allocated tickets.
Escalate tickets should it be necessary.
Assist with Out of Box Failure tests when required.
Assist with All device setups, from OBF to Complete Setup of hardware and Services when required.
Assist with device setup for Repairs
Assist with Quality Control of devices when required.
Do a proper shift handover.
Update tickets as per progress on setup of devices
Assist with resolving 0% Guard Patrol Sites when required.

MINIMUM SKILLS & COMPETENCIES

Senior certificate (NQF4) or the equivalent.
Previous formal Call Centre training will be beneficial.
Previous formal telecommunications training will be beneficial
Previous formal IT training will be beneficial.
Fluent in English and Portuguese
French speaking will be an advantage
Valid code B driver’s license and own transport.
Passed credit and criminal checks
S.A Citizen or valid work permit for S.A
Experience in Customer care procedures
Basic understanding of IT
Basic understanding of TeamViewer and Google product suite
Understanding of Android devices

JOB SPECIFICATIONS

Awareness of Company policies and procedures.
Understand business ethics and values.
Understand Instacom’s structure and reporting lines
Excellent understanding of Instacom’s products and services.
Understanding of the telecommunications industry.
Computer literate and solid experience with MS Office
Excellent interpersonal skills.

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Customer Care Agent | Gauteng | Closing: 2024-05-17

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