Agent - Customer Experience Agent Customer Operations at MTN

Job Description

Mission: 

• The core purpose of the Technical Support Call Centre Agent is to uphold the company's image by effectively communicating with customers, addressing their technical queries promptly and courteously, and providing appropriate solutions.
• This role plays a vital part in fostering customer loyalty through high-quality technical support interactions, ensuring customer satisfaction, and promoting positive brand perception.
• By delivering prompt and effective solutions with empathy and professionalism, this role contributes to enhancing customer satisfaction and promoting positive brand experiences.

Responsibilities

Key Performance Areas:

Technical Support:

• Courteously and promptly address customer interactions related to technical issues with internet connectivity, including offline connections, slow speeds, and accessibility problems.
• Troubleshoot technical issues with Fibre, Fixed-LTE, 5G, OTG and AirFibre technologies to identify root causes and provide effective solutions.
• Assist customers in resolving connectivity problems, optimising router settings, and troubleshooting network configurations.

Customer Service Excellence:

• Ensure all customers feel valued and important by demonstrating empathy, active listening, and problem-solving skills.
• Respond to customer queries and problems in line with established guidelines, escalating unresolved issues promptly.
• Deliver first-time-right service excellence by resolving problems on the first call whenever possible.

Quality Control:

• Strive to achieve resolution of problems on the first call, minimizing the need for follow-up interactions.
• Identify areas for improving the quality of technical support processes and procedures.
• Adhere to prescribed schedules and ensure that service levels meet established standards.

Qualifications

Education:

• Matric or equivalent
• A+, N+, CCNA (recommended)
• IT qualifications – Advantageous
• Fluent in English and language of country preferable

Global Experience Standards:

• Minimum of 2 years’ experience in an area of specialization; with experience in working with others
• Experience working in a small to medium organization 
• Ability to work effectively in a fast-paced and highly pressurised environment, always maintaining composure and professionalism.
• Previous experience in a technical support role, preferably within the ISP industry, would be advantageous.
• Familiarity with Fibre, Fixed-LTE, 5G, OTG and AirFibre technologies and their associated troubleshooting methods.

Any other specifications: 

• Clear passion for assisting people and resolving technical problems.
• Strong empathy and interpersonal skills to effectively connect with customers and understand their concerns.
• Excellent communication skills, both verbal and written, to convey technical information clearly and concisely to customers.
• Proven problem-solving abilities, particularly in troubleshooting technical issues related to internet connectivity.