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Founded in 1997, we are a privately owned internet service provider (ISP), providing broadband internet access and hosting solutions across South Africa to both home and business customers in equal measure. With over 30 000 subscribers enjoying our world-class network experience, we have consistently been independently rated as one of the leading ISPs in Sou...
Description
How often have you called in and spoken to a support agent and thought, "Wow, they were helpful" and this person made your day? Do you have what it takes to BE one of these awesome individuals?
Now is your chance!
Webafrica is in search of a spunky, left-of-centre individual that is clued up on connectivity, the internet and is also able to provide phenomenal customer service. Note, there is obviously the aspect of billing customers when they make use of a service so you would need to know about this as well.
So, if getting customers connected to the World Wide Web is your thing and high levels of service is your passion, get in touch with us!
Send us your deets so we can meet!
You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre, Fixed LTE, VoIP and ADSL
If you are interested in this position, please apply on our career section on our Website: www.webafrica.co.za
If you do not hear from us within 2 weeks after you submitted your application, please regard your application as being unsuccessful.
Requirements
Minimum Requirements:
1+ Year customer services experience within an ISP Call Centre
1+ Year technical and desktop customer service experience
Strong understanding of ISP Networks
Experience using remote desktop support applications
Willing to work straight Saturday to Wednesday Shift (including public holidays)
Reliable transport
Mandatory Requirements:
CompTIA A+ Certification (Internationally recognised certification) - Please attach Certification to CV.
Ideal Requirements:
Exposure to a Customer Service Scoring System (eg. Net Promoter Score)
Desired Skills:
Call Centre
Technical Support
Written And Verbal Communication
Attention to detail
MS Office (Word
MS Office (Excel
MS Outlook
Conflict Resolution
Multitasking
Time Management
Technical Literacy
Analytical
Problem Solving
Customer Service
Key Performance Areas (KPA’s) (specific duties):
Provide efficient and effective support to Webafrica Customers around billing and technical queries via Telephone and WhatsApp Live Chat
Provide support to Webafrica Customers using remote desktop services or in person in a timely manner
Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
Escalation of Faults beyond 1st Line Support
Email to Fax configuration
Router Configuration
Customer Account Management
Updating customer records
Account activations/cancellations
Account payment management
Advising customers on account balances
Account reconciliations
Credit and debit note management
Meeting Daily Ticket, Live Chat and Call Targets
The position includes but is not limited to the above KPA's
Benefits
Our benefits are second to none - the icing on the Webafrica culture cake:
1. We provide you with the most important meal of the day - and a little more
Staff breakfast– cereal / toast; as much coffee as you want
2. We look after your wellbeing and encourage a healthy lifestyle
We pay 100% of your medical aid (Discovery& Vitality) – so no deduction unless you want to add a beneficiary
3. We think of your future too
Retirement Annuity - up to 5% co contribution in your first year; 7.5% thereafter
THE CHERRY ON TOP!!!
Webafrica rewards performance!
Quarterly paid-out bonuses of up to 20% of your basic annual salary (per year) so long as company targets are met.
Quarterly individual performance recognition awards
Even bigger Annual individual awards for the Webafricans that outshine the rest
* Team buildings are a big deal as well as other cultural activities which happen regularly
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