Customer Service Representative (FTC 12 Months) - Milnerton/Century City at MWEB

Main Purpose of the Job:

The Customer Support Team, located in Cape Town, currently has a vacancy for a Customer Services Representative, who, reporting to the Team Manager, will be responsible for telephonic and written customer support. To understand the requirements of the customer and to deliver fast, friendly, professional support, accurate, relevant product information and to resolve or correctly escalate the customer’s support need, exceeding the customer’s expectation.

You will thrive in this fast-paced, ever-changing environment where your quick-thinking and exceptional service skills will help to keep our customers connected to the World Wide Web.

Job Output:

• Provide efficient and effective support to mweb customers, around billing and technical queries via Telephonic and Written channels.
• Identify customers’ needs
• Provide solutions to technical and account management queries.
• Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction.
• Deliver exceptional service to customers in all interactions.
• Diligently execute escalations beyond 1st line support.
• Record accurate summaries of customer interactions in the company business system.
• Utilise all available tools and resources to resolve customer queries completely.

Skills and Competencies:

• Call Centre
• Technical Support
• Strong Written and Verbal Communication skills
• Attention to detail
• MS Office Suite
• Conflict Resolution
• Technical Literacy
• Analytical
• Problem Solving
• Passionate about Customer Service
• Time Management
• Learning Orientation
• Excellent Communication Skills
• Effective Written Skills
• Resilient

Requirements
Qualifications & Experience

• Grade 12 / Matric
• Analytical thinking with strong troubleshooting ability
• Strong understanding of ISP Networks
• Willing to work shifts (including weekends & public holidays)
• 1+ Year customer services experience within an ISP Call Centre (preferred)
• 1+ Year technical and desktop customer service experience
• Exposure to a Customer Service Scoring System (e.g. Net Promoter Score)