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    ftth contact centre agent - Randburg, South Africa - iSON Xperiences

    iSON Xperiences
    iSON Xperiences Randburg, South Africa

    3 days ago

    iSON Xperiences background
    Description

    FTTH Technical Contact Centre Agent

    Based in Cape Town

    Permanent

    Are you looking to join a company with great values and great teams? We are currently looking for technical contact centre agents who have experience in IT or have worked with FTTH ( Fiber to the Home ) and reside in Port Elizabeth. Previous ISP experience is highly advantageous

    Responsibilities:

    • Process FTTH customer service and technical service enquiries through inbound calls and provide end to end service
    • Must be able to communicate with customers professionally and articulately
    • Must be able to present benefits/opportunities of the product or service in an effective manner
    • Identify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customers
    • Exercise appropriate soft skills when dealing with difficult customers
    • Ensure correct listening skills and probing techniques are used to establish relevant information
    • Be able to effectively communicate with the team leader and team members
    • Ensure that customers are informed as to the progress of queries logged but not resolved
    • Ensure that the customers are called, and the resolution is confirmed before queries are closed
    • Ensure that progress of every query logged is monitored until resolution
    • Performing any ad hoc tasks as instructed.

    Candidate Must be in possession of the following

    • Matric
    • IT background or qualification
    • IT trouble shooting skills including an ability to perform remote troubleshooting
    • 2 to 3 years Telecommunication knowledge and experience
    • Experience of website navigation functionalities, technology savvy
    • Computer literate
    • Criminal clear

    Competencies

    • Excellent listening skills
    • Willingness to learn
    • Problem-solving skills
    • Attention to detail

    The following will be advantageous

    • Preferably in possession of an A+, N+, MCSE or CCNA qualification
    • Previous ISP experience
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