Fibre Escalations Agent

SUMMARY:
Our client in the Telecommunications Industry is looking for 6 Fibre Escalations Agents to join their amazing team - 6 months fixed term contract.

POSITION INFO:

Requirements:

• Matric
• 3 years Degree/Diploma - in Engineering or IT Studies- Mandatory
• Minimum 3 years relevant working experience in customer care and/or retail environment i- Mandatory
• Minimum 3 years’ experience in dealing with escalated queries - Mandatory
• Understanding of CRM system functionality

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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