Customer Care Agent at Digital Solutions Group

The role: 

• We are looking for young, vibrant and experienced customer centric and a tech-savvy individual to join our team as a customer care agent to assist inbound customers with queries, complaints and compliments. The candidate must have prior exposure to business process outsourcing (BPO) environment.

Responsibilities:

• Provide prompt and professional customer support via phone, email, chat, and social media platforms.
• Identify, troubleshoot, and resolve customer issues efficiently and effectively.
• Maintain in-depth knowledge of the company’s products, services, and policies to assist customers accurately.
• Handle multiple customer interactions simultaneously while maintaining a high level of service.
• Adhere to company policies, procedures, and compliance standards during all customer interactions.
• Respond to customer queries on billing, router delivery, reconnection, and technical issues
• Assist with data top-ups, router activation, and SIM unlocks
• Troubleshoot issues with decoders, streaming packages, and internet connectivity
• Update customer details, change packages, and reset passwords as needed
• Activate Showmax and other services, and assist with cancellations and insurance changes
• Link streaming packages, allocating data, and process internet applications
• Resolve issues related to router SIM locks, password resets, and signal loss
• Provide general support and answer frequently asked questions

Required Skills and Qualifications

• 2-year minimum customer care experience in a call center/ customer services environment
• Completed Matric
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Sales experience will be an added advantage
• Excellent communication and problem-solving skills
• CRM experience would be a bonus
• Be able to travel to Century City, Cape Town
• Be able to work shifts (weekends, public holidays, after hours)