Customer Service Advisor - Night Shift- FA

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines.

Qualifications

Education and Specific Training

• Matric/ Equivalent

Work Experience

• Minimum of 6 months – 12 months’ experience working within a similar service/Sales driven environment. (Technical Support) - preferred
• Experience in customer facing technical support - preferred
• Good knowledge of operating systems, email clients - Preferred
• Knowledge of and/or solid understanding of Wi-Fi, configuration of cable modems, routers, switches and other networking peripherals - Preferred
• Competence of the MS Office Suite
• Proven Experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards

Responsibilities

• Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:
• Sales and product enquiries, Account and billing queries, service faults, service configuration and troubleshooting.
• Provide support to customers while demonstrating excellent customer service skills
• Use network monitoring tools to assess and identify issues
• Log and escalate faults with relevant contacts and systems to required level of detail
• Take ownership of and manage incidents through to resolution
• Liaise with various internal support and engineering groups during progression of issues (Data, voice, transmission, NOC etc.)
• Manage the prioritization of issues
• Liaise with the various Telecoms operators, partner organizations, vendors and IT support representatives in managing issues related to Virgin Media services
• Maintain and update customer contact and account details
• Maintain a report on support contact drivers to identify patterns in fault occurrences
• Carry out specific administrative support as requested