Service Consultant at Clickatell

Job description

Purpose

The purpose of this role is to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. To provide superior customer service in all areas, which includes the company’s customer service needs and in all support channels. Attend to and log all telephonic, email, add chat queries on the CRM system. Enforce Clickatell’s rules, policies and terms of use insofar as client transactions and behavior is concerned. Assist customers with queries relating to payments, support and the like. General client relations and administrative tasks.

The Key Responsibility Areas

• Achieve agreed set goals
• Meet productivity targets as determined by individual contract
• Quality targets met as per email monitoring QA process
• Client’s technical/sales queries resolved or escalated to appropriate departments
• Ensure data administration and integrity

Requirements

Competencies:

• Availability to work in a 24 x 7 x 365 environment
• Computer literate (MS Office, MS Windows, Internet and email)
• Foresight, analysis and logic, systematic and orderly planning skills
• Customer service orientated
• Must work well in a team
• Results orientated
• Pro-active
• Good written and verbal communication skills
• High tolerance level/patience
• Analytical integrity
• Logical thinker (strong troubleshooting skills)
• Work / perform well under pressure

Experience And Education

• IT diploma an advantage
• Knowledge of the technical aspect of operating systems and Internet
• Customer service experience
• Troubleshooting experience
• Basic selling experience
• Strong typing skills
• Must have worked for either a Mobile operator or in the telecommunication industry

Benefits

• Pension fund
• Group Life
• Medical Aid
• Free Parking