FTTH Contact Centre Agent - Vodacom (MVDM)

FTTH Technical Contact Centre Agent

Based in Cape Town

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 ( Fiber to the Home ) and reside in Cape Town. 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.

Candidate Must be in possession of the following 

• Matric
• IT background or qualification
• 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
• Computer literate
• Criminal clear

Competencies

• Excellent listening skills
• Willingness to learn
• Problem-solving skills
• Attention to detail

The following will be advantageous

• Preferably in possession of an A+, N+, MCSE or CCNA qualification
• Previous ISP experience