[Hiring] Customer Service (Billing & Technical) Representative @Mweb

Role Description

The Customer Service (Technical & Billing) team currently has a vacancy for a Tier 1 Technical & Billing Support Agent who will be responsible for providing customer support – that includes information sharing and resolving technical and billing related queries. You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP etc.

• Responsible for customer interactions that result in resolved technical, billing and account queries.
• Identify and understand customer needs.
• Provide solutions to technical and account management queries.
• Resolve 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.

Qualifications

• Grade 12/Matric
• Computer Literate (MS Excel/MS Word and MS Outlook)
• Strong understanding of ISP Networks
• 1+ Year customer services experience within an ISP Call Centre
• 1+ Year technical and desktop customer service experience
• Administration experience is highly recommended
• CompTIA A+ Certification advantageous

Requirements

• Call Centre
• Technical Support
• MS Office Suite
• Conflict Resolution
• Technical Literacy
• Analytical
• Strong written/verbal communication skills
• Customer Service focused
• Assertiveness
• Tact and ability to negotiate
• Listening and questioning skills
• Troubleshooting skills
• Objection handling
• Attention to detail
• Numerical skills
• Excellent Communication Skills

Benefits

• Fully Remote work environment
• No need to go into the office; you can work from just about anywhere.
• Partnership with Workshop 17 for access to shared office/workspace branches around the country.
• Provision of all necessary tech equipment needed for a remote office: Laptop, monitor, headset, and UPS for load-shedding.
• Free connectivity provided.