Customer Service Agent

SUMMARY:
Job Title:  Customer Service Agent (ISP - Internet service provider background)
Location:  Centurion

Our client, in the telecommunications industry, is looking for a Customer Service Agent to join their team in Centurion.
The candidate must be willing to work in shifts as well as working on weekends.

Duties & Responsibilities:

• Collaborate with different stakeholders (Customers, Vendors, Employees) to ensure that customer needs are fulfilled effectively.
• Coordinate and follow up with all stakeholders to ensure resolutions within a set timeframe.
• Monitor and manage the GSOC service delivery processes and workflows, working with the GSOC Client Service Delivery Supervisor.
• Act as the primary point of contact for service delivery issues and escalations.
• Ensure compliance with service level agreement (SLAs) and key performance indicators.
• Conduct regular reviews and reports on the performance of stakeholders.
• Communicating clearly with the stakeholders on email and on the phone.
• Facilitate effective communication and collaboration between stakeholders.
• Writing weekly reports to be submitted weekly to the GSOC Service Delivery Supervisor.

POSITION INFO:
Required qualification and working knowledge:

• Bachelor’s degree in related fields
• Experience as a Client Service Delivery Agent
• 2+ Years of experience in administration (Must have knowledge ISP industry)
• Experience in dealing with Corporate Customers
• French or Portuguese speaking is an advantage