Customer Support Representative
MetroFibre
Centurion, Gauteng
Call centre and BPO work is a major employer of young South Africans, with inbound, outbound and international campaigns hiring matriculants for full training.
This listing does not state a salary. As a guide, call centre roles in South Africa typically pay R6 000 to R14 000 a month (indicative).
Job description
Role Summary: In this role, you will provide exceptional support to our Fibre-to-the-Home (FTTH) customers across multiple communication channels, ensuring that customer queries and complaints are resolved efficiently while delivering an outstanding customer experience.
The successful candidate will be responsible for first-line customer support, technical troubleshooting, escalation management, and maintaining high service standards in line with agreed service level agreements (SLAs).
Responsibilities: Customer Support
- Respond to customer enquiries received via telephone, email, walk-in clients, and social media platforms.
- Assist customers with finance-related queries, including invoices, statements, proof of payment processing, account updates, and payment method changes.
- Perform first-line troubleshooting and accurately log support tickets with all relevant information.
- Escalate complex queries and SLA breaches to the Customer Support Team Leader or relevant departments.
- Take ownership of customer queries from initiation through to resolution.
- Provide customers with regular updates on the progress of their requests and confirm resolution.
Escalation Management
- Acknowledge and escalate customer complaints within one business day.
- Record and investigate complaints using the relevant systems to identify root causes and service gaps.
- Investigate ICASA-related complaints and compile the required information for the Legal Department.
- Ensure complaints are resolved within agreed service level agreements.
- Participate in weekly stakeholder meetings to review and track outstanding complaints.
- Prepare weekly and monthly reports on complaint status and resolution performance.
Minimum Requirements:
- National Senior Certificate (Matric).
- Customer Service or Call Centre certification.
- A+ or N+ certification will be advantageous.
- Minimum of two (2) years' experience in a customer service or call centre environment.
- Previous experience within the telecommunications industry will be advantageous.
Good to know
What does this call centre job pay?
This listing does not state a salary. As a guide, call centre roles in South Africa typically pay R6 000 to R14 000 a month (indicative).
Do I need experience for call centre jobs in Centurion?
Many call centre roles in Centurion are open to candidates with little or no experience. Read the listing for its exact requirements.
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Found on Linkedin · Posted 1 weeks ago