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Torch is a telecom specialist that audits, consults, administrates and manages the telecom estate for enterprises across Africa and Europe. We have been the trusted adviser to multi-national companies since 2004 and currently manage over $230 million of telecom expenditure per year. Our track record of delivering measurable results, through specialised re...
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 hybrid, returning to the office based in Johannesburg at least once a week, and you will be required to attend meetings at Customers or at the Torch Offices near Sandton from time to time.
Requirements
This position will be based remotely for a period of time and therefore a quiet and secure environment is required with desk and chair and work friendly environment, with an adequate fiber or similar connection (minimum of 10/2 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
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