Description

Our client based in Pietermaritzburg is a Network Operations Call Center and are seeking Call Center Agents to join their team.

CALL CENTER AGENT DUTIES INCLUDE:

Answering incoming calls from WISP subscribers.
Logging new tickets/updating existing tickets, on various WISP ticketing systems.
Ensuring that every incoming call is associated with a new or existing ticket and that any engagement is recorded on the ticket.
Performing basic checks and troubleshooting on the call with the subscriber, as per procedures.
Escalating persistent or unresolved issues to the technical engineers.
Ensuring the ticket is acknowledged by the receiving engineer and followed up to ensure it is actioned within the SLA.
Picking up and logging “voicemails”, return calls, and if necessary, escalating to the next available engineer.
Assisting with ongoing quality control of calls and ticket quality.
Coordinating real-time activities (queues) to ensure that service levels are achieved.
Ensuring that individual junior engineers are not overloaded and that tickets are progressed timeously
Following up with Customers to determine customer satisfaction levels.
REQUIREMENTS:

Are fluent in English.
Have excellent communication skills.
Have great customer service skills.
Can follow procedures, processes and learn quickly.
Are available to work alternating weekday, evening and weekend shifts
IT literate
Are passionate about providing a good service to customers
If you meet all of the above, please send your CV to hr@pronel.co.za Please note due to high volume responses, only candidates that meet the advertised criteria will be contacted

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