Customer Service Consultant (Level 1&2) at Torch

Description

• In this role you will be the first, and often only person, that a user needs to interact with in order to resolve issues arising with their mobile phones, data cards and telephone lines. Your calm and assuring, yet assertive manner will help the users to place their trust and confidence in your ability to solve the problem for them in the shortest time possible. You will confidently interact with customers on email, over the phone as well as through a ticketing system.
• You will be the first person to call when things go wrong with their connectivity, and will be able to handle frustrated and emotional customers professionally and courteously. You will interact with a number of systems online, as well as with service providers such as, but not limited to, Telkom, Vodacom and MTN in order to correctly identify the problem, categorise the ticket and resolve the issue.
• You will be measured on customer satisfaction, adherence to process, accuracy and speed - achieving is important to you, as well as doing things right and having a happy customer at the end of the day. You are results driven and not afraid to put in extra hours if there is a demanding task that needs to be closed out before the end of the day.

This role will be remote during Levels 2 - 5 of South African LockDown.

Requirements

• Sound understanding of financial concepts.
• Proficient in the MS Office suite of applications.
• Intermediate MS Excel.
• Previous experience in customer service will be advantageous.
• Sound numerical abilities
• Must be a self-starter, energetic and extroverted.
• Must be able to prioritise and work to deadlines without constant supervision.
• Professional and well presented.
• Logical thinker.
• Calm in a storm, not easily flustered
• Excellent attention to detail - Enjoys checking a piece of work for errors.
• Ability to multitask.
• A flexible, pro-active working style.
• Very good inter-personal skills.
• Commitment to good service.
• Able to come up innovative solutions to solve day to day problems.
• Compliance with processes and systems.
• Assertiveness and initiative.
• Excellent communication, written and verbal.
• Strong negotiation and presentation skills.
• Good time-management skills.
• Sound Business Etiquette and Ethics.
• Thick skinned

Qualification

• Minimum Grade 12 certification or equivalent with Bachelors pass with Mathematics (not Maths Lit) and either Science or Accounting
• Bachelor’s degree (BA / BSc) in psychology advantageous
• English first language proficiency

Driver’s License and Own Transport

This position will be based remotely for a period of time and therefore a quiet and secure environment is required, with an adequate fiber or similar connection (minimum of 10/10 Mbps) in order to ensure that you are able to have camera on for all video call meetings as per the company culture.

You will also answer the office mobile phone, take messages and handle deliveries as required. You will be required to do weekend standby at least once a month, and work over Christmas 2021.

Benefits

• 20 Days annual leave
• R800 Monthly connectivity allowance
• R13200 p/month