Customer Care Consultant at Home-Connect

will be responsible for answering incoming calls, directing calls to appropriate staff, mail distribution and providing additional administrative support. The Customer Care agent is the first point of contact for the entire organization, which requires a positive attitude and polished. This position will multitask a variety of front office activities.

ROLES AND RESPONSIBILITIES:

• Achieve sales/revenue targets.
• Be knowledgeable around Home-Connect’s products and services
• Checking prices and customer information and documentation where required, relaying the correct product information to customers.
• Respond professionally and timeously to customers' queries around Home-Connect’s products and services (via email and phone) in adherence with stipulated and agreed upon SLA.
• Update Home-Connect’s internal systems (not limited to Home-Connect portal and or ticketing system)
• Drafting of Service Orders where required (Upgrades/Downgrades/additional products or services)
• Assist customers with sign up process via telephone, or email.
• Assist with feedback to customers on customer orders in a timely manner.
• Coordinate with operations and other appropriate departments in processing new or pre-orders and giving timeous feedback to clients.
• Work closely alongside the operations team to resolve and attend to queries pertaining to customer orders.
• Assist with escalated customer service tickets/and or complaints, ensuring it is resolved efficiently. This needs to occur timeously and courteously by means of telephone, email and the FTTH internal ticketing system.
• Retain Customers.
• Identify areas for customer service improvements and make recommendations where necessary.
• Support administrative and special projects requirements, and other duties as assigned.

DESIRED SKILLS:

• Polished professional with outgoing attitude, be a team player and love to make the guests feel at home.
• Proficient in Microsoft Office
• Strong phone skills
• Demonstrated ability to read, write, and speak English
• Comfortable multi-tasking and prioritizing tasks without guidance
• Excellent interpersonal skills
• Punctual with strong attendance history

EXPERIENCE:

• Familiarity with phone systems
• Previous experience with Microsoft Office software preferred.
• 2-3 Years working experience in a Contact Centre.