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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
If you are interested in this position, please apply on our career section on our Website: www.webafrica.co.za by no later than Friday 10th September 2021.
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 shifts (including weekends & 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!
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