Client Service (Billing and Technical) Representative (Fully Remote) (FTC 12 Months) at MWEB

Main Purpose of the Job: 

• The Billing & Client Services Department currently has a vacancy for a Client Services & Collections Representative who will be responsible for providing customer support – that includes information sharing, resolving of client services related queries and to perform outbound outbound collections on overdue accounts from time to time.
• This role will also be required to assist customers with Technical Support Queries on the Vuma Reach Products offered by the company.

Minimum Requirements: 

• Fluent in English – written and spoken
• Matric/ Grade 12 certificate
• 1+ Year customer services experience within an ISP Call Centre
• 1+ Year customer service experience with billing, and technical and desktop customer support in a Contact Cetner Environment (Calls and LiveChat) 
• Exposure to a Customer Service Scoring System (e.g. Net Promoter Score)
• Computer Literate (MS Excel/MS Word and MS Outlook) 
• Analytical thinking with strong troubleshooting ability
• Strong understanding of ISP Networks
• Must be able to work  to work shifts (including weekends & public holidays)
• Customer Service experience in a Contact Center Environment – Calls and LiveChat 
• Administration Skills

Ideal Requirements:

• CompTia A+ Certification 
• Ability to access a Fiber Connection 

What you will be doing:

• Provide efficient and effective support to Mweb Vuma Reach Customers around billing and technical queries via WhatsApp Live Chat and Calls
• Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
• Escalation of Faults beyond 1st Line Support
• Router Configuration
• Customer Account Management
• Updating customer records
• Account activations/cancellations
• Account payment management
• Advising customers on account balances
• Account reconciliations
• Credit and debit note management
• Meeting Daily Live Chat and Call Targets

Skills and Competencies: 

• Excellent written/verbal communication skills 
• The ability to work timeously to deliver fast, efficient, and professional support. 
• Customer- centricity. 
• Assertiveness 
• Conflict Resolution 
• Attention to detail
• Tact and ability to negotiate. 
• Listening and questioning skills 
• Basic business retention skills 
• Troubleshooting skills 
• Team orientation skills 
• Objection handling 
• Adaptability . 
• Numerical skills 
• Excellent organisational skills 
• Attention to detail
• Strong organizational skills with an ability to handle multiple tasks at a time. 
• Technical Literacy
• Analytical and Problem-Solving abilities