FTTH Contact Centre Agent - Vodacom (MVDM)

FTTH Contact Centre Agent

Based in Port Elizabeth

Permanent

Are you looking to join a company with great values and great teams? We are currently looking for technical contact centre agents who have experience in IT or have worked with FTTH and reside in Port Elizabeth. Previous ISP experience is highly advantageous

Responsibilities:

• Process FTTH customer service and technical service enquiries through inbound calls and provide end to end service
• Must be able to communicate with customers professionally and articulately
• Must be able to present benefits/opportunities of the product or service in an effective manner
• Identify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customers
• Exercise appropriate soft skills when dealing with difficult customers
• Ensure correct listening skills and probing techniques are used to establish relevant information
• Be able to effectively communicate with the team leader and team members
• Ensure that customers are informed as to the progress of queries logged but not resolved
• Ensure that the customers are called, and the resolution is confirmed before queries are closed
• Ensure that progress of every query logged is monitored until resolution
• Performing any ad hoc tasks as instructed.

• Matric
• IT background or qualification
• Preferably in possession of an A+, N+, MCSE or CCNA qualification
• Previous ISP experience
• IT trouble shooting skills including an ability to perform remote troubleshooting
• 2 to 3 years Telecommunication knowledge and experience
• Experience of website navigation functionalities, technology savvy
• Can you work from home or in the office?
• Criminal clear
• Computer literate
• Excellent listening skills
• Willingness to learn
• Problem-solving skills
• Attention to detail