Cell C Jobs: Technical Call Centre Consultant

Cell C is a leading mobile provider in South Africa, which offers a wide range of products and services, including voice, data and messaging services to more than 11.5 million customers. In 2012, Cell C launched its 99c flat rate for both postpaid and prepaid customers, as well as for International calls to 50 destinations. Cell C’s unrivalled 99c per minute rate applies to any network, at any time of the day and is billed per second from the very first second. Cell C’s market-leading products and services are supported by its highly advanced network which now covers 97% of the population.

Purpose of the Job

To provide a world-class inbound support for the Technical Call Centre

Main Responsibilities

Customer Query Resolution for Escalations

Act and resolve all queries escalated to technical help desk.

Ensure that in order to resolve queries you interact with supporting teams such as NOC and SMC to ensure a smooth customer experience when providing excellent service.

Prioritize and resolve queries within agreed set turnaround times and Service Level Agreement (SLA).

Provide effective and prompt feedback on query resolution to the customer and relevant departments where applicable within agreed SLA.

Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications

Attention to detail

Troubleshooting skills

Ensure delivery of superior customer service to maximize customer value

Passionate about customer service

Maintain a good rapport with customers both internally and externally.

Take complete ownership of all queries received to ensure good quality customer satisfaction.

Have the ability to make decisions independently with the final approval of management.

Ensure Customer Satisfaction

Identify opportunities to resolve customer’s query timeously.

Conduct a needs assessment to identify, prioritize and resolve customer’s request in accordance to the company’s business rules to reduce churn.

Maintaining the highest level of professionalism while interacting with customers in such a manner that customer expectations are met and exceeded.

Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications

Attention to detail

Troubleshooting skills

Passionate about customer service

Achieve & maintain Quality Assurance Standards

Ensure proficient quality assurance on the service rendered to Cell C customers.

Ensure Customer Satisfaction Survey is done after every Customer Query is finalized.

Health and Safety Compliance

Conform and adhere to Safety, Health and Environmental legislative requirements

Report any health and safety concerns/incidents in the workplace to the manager/health and safety representative

Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment

Attend the Safety, Health and Environmental workshops as required by management

Perform any other related duties as requested by Management

Educational Requirements

Customer Services Certificate/Diploma
Driver’s License

Skills and Experience

2-3 years’ Experience in a Cellular Industry

2-3 years’ experience in 2nd line support

2-3 year’s Proficiency in Microsoft Packages {Outlook, Word, Excel & Powerpoint}

 

How to Apply

Click here to apply online