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Basic Function

The Customer Support Representative is responsible for providing customer support to Fibre to the Home clients via communication channels and platforms supported by MetroFibre.

 

KEY PERFORMANCE AREAS:

  • Customer Support
  • Escalation Management
  • Network Monitoring

 

DUTIES AND RESPONSIBILITIES: 

Customer Support

  • Attend to customer support queries that are received from walk-in clients, telephonically, via written communication, and social media platforms.
  • Attend to finance queries received on all platforms and channels in a customer-centric manner. These queries include but are not limited to invoice and statement queries, change of contact details, Proof of Payment – unsuspend, and change from EFT to Debit Order.
  • Perform first-tier troubleshooting of all customer queries and log an associated support ticket that has all the relevant information.
  • Escalate tickets that are out of service level agreements and complex queries to the Customer Support Team Leader and/or to the relevant departments for resolution as per the agreed procedures and processes.
  • Take ownership of ensuring that allocated queries are resolved within agreed service level agreements and according to implemented procedures and processes by following up with relevant stakeholders, teams, or departments.
  • Provide regular feedback to customers regarding the status of their queries and confirm with relevant stakeholders when queries have been resolved.

 

Escalation Management

  • Ensure that all complaints received on different platforms are acknowledged and escalated to relevant stakeholders within a business day.
  • Record all complaints on Eyerys and investigate the incidents to identify breakoff points.
  • Investigate ICASA complaints and compile all the information required by the legal department.
  • Take ownership of ensuring that complaints are resolved within relevant service level agreements.
  • Conduct weekly meetings with relevant stakeholders to follow up on outstanding complaints.
  • Provide regular feedback to customers regarding the status of their complaints and liaise with relevant stakeholders when complaints have been resolved.
  • Compile weekly and monthly reports related to the progress of complaints.

 

MINIMUM QUALIFICATION AND WORK EXPERIENCE REQUIREMENTS

  • National Senior Certificate (Matric)
  • Call Centre or Customer Service Certificates
  • A+ or N+, related certificates would be preferred
  • Minimum of 2 years’ customer call center experience in a similar environment.
  • Telecommunication industry background would be an added advantage.

 

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  • Have a thorough understanding of the company’s products and services.
  • Excellent administration skills.
  • Excellent communication skills.
  • Interpersonal skills.
  • Ability to work in a team.
  • Ability to understand customers’ needs relative to the company’s targets and limitations.
  • Ability to complete work before deadlines.
  • Ability to plan, organize, investigate, and solve problems.
  • High work ethic.
  • Computer literacy.