The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology.
We approach markets that are traditionally complex and contested, and then simplify them, making life easier for consumers, and business more effic...
Are you as passionate about customers as we are? Do you have strong interpersonal skills, enthusiasm for speaking with people, and a mind for problem-solving? If you love interacting with other people, this is the role for you. Our Customer Care Agents take pride in providing the best customer service support by handling external customer queries and concerns with the highest degree of courtesy and professionalism, to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. We believe in empowering each individual to develop their own skills and talents to build their own success. Our employees are encouraged to recommend innovative business and operational ideas. We strive to make each employee's journey to success as exciting and engaging as possible.
The detail: Query Resolution
Enhance the overall customer experience and ensure customer satisfaction and turnaround time on queries.
To take inbound calls from customers regarding sales, product queries and complaints and to assist the customers with every request.
Offer solutions with the objective of retaining customers, and initiate corrective action as needed.
Reporting
Provide accurate feedback from issues arising from inbound calls ensuring first call resolution within service level agreements.
Support Team Leaders with various daily reports to networks.
Analyse data and report on trends and anomalies within each segment of the business unit.
Escalations
Liaise with service providers, networks, and 3rd parties around escalated queries to ensure all queries are resolved within the agreed time frames.
Job Requirements
Are you this person?
Do you have a matric qualification?
Do you have a minimum of 1-year customer care experience within an inbound call centres or customer care environment?
Great listener, and even greater communicator – does this sound like you?
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