Customer Solution Agent

SUMMARY:
Our client in the public and private metering space is urgently looking to employ a Customer Solution Agent at their organization

POSITION INFO:
Our client in the public and private metering space is urgently looking to employ a Customer Solution Agent at their organization

Location: Plattekloof, Cape Town

Requirements:

• Tertiary Engineering Qualification
• Minimum 2 years of experience in the technical industry
• Basic knowledge of meters and IoT devices and systems
• Direct customer engagement experience
• Contact Centre Support background (advantageous)
• Proficiency in English (written and verbal) and in any one or more of the official South African languages (advantageous)
• Must be willing to perform Standby and overtime duties after-hours and on weekends.

• Be the primary point of contact within the organization for all Public and Private sector customer inquiries.
• Own and fully resolve inquiries raised by all stakeholders i.e. customers, the general public, and company partners.
• Ensure that a systematic, disciplined, and analytical problem-solving approach is adopted in order to satisfy agreed company procedures, whilst maintaining the required standards.
• Provide end-to-end 1st and/or 2nd line support on all company software and solutions; including but not limited to Pyxis, 3E, Ontec Home, and metering devices.
• Analyse and resolve issues relating but not limited to, meters, vending processes, consumer data, general utility-related inquiries; aggregators, and direct vendors.
• Track, communicate, and resolve 3rd line escalated inquiries logged with the relevant internal and/or external providers, and close off the inquiry with the customer when completed.
• Ensure resolution of inquiries within applicable Service Level Agreement (SLA’s) timeframe.
• Keep abreast of all company products, solutions, and services in order to provide adequate support, guidance, and training to customers.
• Onboard new customers on the appropriate systems based on contracts and SLA terms and communicate milestones and timelines accordingly.
• Ensure customer data is maintained and relevant at all times.
• Pre-empt customer needs and offer product and service suggestions to solve customer’s specific needs (Up sales).
• Issue standard sales quotes and follow up with customers.
• Escalate non-standard sale opportunities and inquiries to the applicable Sales Team.
• Identify commonly reported issues and notify the applicable Departments within the company and track issues until resolved.

NB! This job is now closed. You can apply for other jobs by uploading your CV.