Customer Service Agent

SUMMARY:
To oversee the Administration of the desks and customer service to ensure that all incidents and requests are fulfilled within timelines and customers' expectations exceeded.

POSITION INFO:

Job description includes but not limited to:

• To adhere to all Vox policy’s, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
• To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
• To monitor, track and coordinate all Administration functions including tickets, calls, complaints and mail queries from customers and or other staff.
• To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1st call resolution for customers.
• To support the other team engineers of the all Administration in order to have them give the best possible resolutions to the customer problems to have 1st call resolution.
• To ensure incidents and service requests are managed effectively to the company’s policies and
  procedures to agree upon Technical standard, timeline and first call resolution
• To ensure the level of incidents are being continually driven down while increasing a positive
  customer experience according to the customer survey process by following the correct procedures
  and getting resolution to the customers problems the first time around.

Minimum requirements

• Grade 12
• Customer Service Certification
• 2 Year general administration and customer service experience
• 2 Years’ experience in customer-facing role
• Knowledge of Consumer Protection Act
• Knowledge of Microsoft Word, Excel, Visio, Outlook

Job Skills

• Problem solving and analytical skills
• Written and verbal communication skills
• Strong technical documentation and technical procedural skills
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Outlook
• Administrative skills

NB! This job is now closed. You can apply for other jobs by uploading your CV.