Customer Service Agent

Job Title : Customer Service Agent (ITC Industry)

Location : Centurion

Our client, in the telecommunications industry, is looking for a Customer Service Agent to join their team in Centurion .

The candidate must be willing to work in shifts as well as working on weekends .

Duties & Responsibilities :

• Collaborate with different stakeholders (Customers, Vendors, Employees) to ensure that customer needs are fulfilled effectively.
• Coordinate and follow up with all stakeholders to ensure resolutions within a set timeframe.
• Monitor and manage the GSOC service delivery processes and workflows, working with the GSOC Client Service Delivery Supervisor.
• Act as the primary point of contact for service delivery issues and escalations.
• Ensure compliance with service level agreement (SLAs) and key performance indicators.
• Conduct regular reviews and reports on the performance of stakeholders.
• Communicating clearly with the stakeholders on email and on the phone.
• Facilitate effective communication and collaboration between stakeholders.
• Writing weekly reports to be submitted weekly to the GSOC Service Delivery Supervisor.

Required qualification and working knowledge :

• Bachelor’s degree in related fields
• Experience as a Client Service Delivery Agent
• 2+ Years of experience in administration (preferably in ICT)
• Experience in dealing with Corporate Customers
• French or Portuguese speaking is an advantage