Fibre Escalations Agent

SUMMARY:
Our client in the Telecommunications Industry is looking for a Fibre Escalations Agent to join their amazing team on a fixed term contract.

POSITION INFO:

Requirements:
Matric
3 years Degree/Diploma - in Engineering or IT Studies
Minimum 3 years relevant working experience in customer care and/or retail environment is essential
Minimum 3 years’ experience in dealing with escalated queries
CRM

Duties:
Manage end to end customer escalations ensuring first time resolution of all escalations and maintain optimal resolution turnaround times.
Analyse customer escalations trends and identify process or system improvements.
Provide root cause analysis for escalations and identify and implement improvements.
Interpret and analyse management information and statistical reports related to escalations and propose action plans.
Provide high quality support and service to external and internal clients.
Ensure prompt facilitation/feedback from the relevant resolution channel within the agreed SLA’s

Should you meet all requirements please email application to: elizem@------

 

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

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