Telkom Assurance Agent (Cape Town) at Smollan

Description

• Regular Customer Updates with Notes
• Log in to the Vision system daily in order to keep up to date with changes and lead times
• Identify any repair delays timeously
• Manage client expectations by informing customers promptly about changes in repair lead times .

Assessment of Customer Needs

• Display a positive body language at all times when engaging with customers and present in the store
• Adhere to the appropriate dress code as indicated
• Demonstrates knowledge and understanding of products and services
• Identify customer needs and address requests in an appropriate manner
• Verify and communicate whether the matter at hand can be resolved in-store
• Demonstrate a strong proficiency in the understanding of smartphones and mobile devices, with excellent knowledge of computer, laptop and tablet operating systems .

In-Store Activation, OBF, Fault Escalations, Repairs and Stock Control

• Process activation requests promptly
• Effectively run tests with relevant testing equipment to identify faults and problems
• Verify and confirm order booking as per procedure
• Effectively explain fault escalation and resolution process to customers
• Demonstrate the ability to escalate faults, facilitate repairs and manage stock according to set policies and procedures .

Process Management: Repairs

• Inform and effectively communicate with customers about the repair process and the default time frame to be expected for repairs
• Actively monitor the repair turnaround time and keep customers informed on progress .

Assessment of Customer Needs

• Provide a detailed explanation of the post-service assessment process to customers
• Follow the approved script (Telkom way) Greet customers in a friendly manner
• Constantly assess and monitor if the customer's needs are being met .

Requirements

• 1-3 years’ experience in Retail and Frontline customer experience, preferably within the telecommunications industry.
• An understanding of mobile data and its components as well as operating systems, and MCSE experience advantageous
• Essential / Minimum|0-5 years|
• grade 12(Matric)
• A+, N+, MCSE
• Problem solving skills
• Time Management Skills
• Communication skills
• Network, computer and mobile device proficiency
• Troubleshooting and quality orientation
• Diagnostic skills