Main Responsibilities<\/strong><\/p>\nCustomer Query Resolution for Escalations<\/p>\n
Act and resolve all queries escalated to technical help desk.<\/p>\n
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.<\/p>\n
Prioritize and resolve queries within agreed set turnaround times and Service Level Agreement (SLA).<\/p>\n
Provide effective and prompt feedback on query resolution to the customer and relevant departments where applicable within agreed SLA.<\/p>\n
Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications<\/p>\n
Attention to detail<\/p>\n
Troubleshooting skills<\/p>\n
Ensure delivery of superior customer service to maximize customer value<\/p>\n
Passionate about customer service<\/p>\n
Maintain a good rapport with customers both internally and externally.<\/p>\n
Take complete ownership of all queries received to ensure good quality customer satisfaction.<\/p>\n
Have the ability to make decisions independently with the final approval of management.<\/p>\n
Ensure Customer Satisfaction<\/p>\n
Identify opportunities to resolve customer\u2019s query timeously.<\/p>\n
Conduct a needs assessment to identify, prioritize and resolve customer\u2019s request in accordance to the company\u2019s business rules to reduce churn.<\/p>\n
Maintaining the highest level of professionalism while interacting with customers in such a manner that customer expectations are met and exceeded.<\/p>\n
Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications<\/p>\n
Attention to detail<\/p>\n
Troubleshooting skills<\/p>\n
Passionate about customer service<\/p>\n
Achieve & maintain Quality Assurance Standards<\/p>\n
Ensure proficient quality assurance on the service rendered to Cell C customers.<\/p>\n
Ensure Customer Satisfaction Survey is done after every Customer Query is finalized.<\/p>\n
Health and Safety Compliance<\/p>\n
Conform and adhere to Safety, Health and Environmental legislative requirements<\/p>\n
Report any health and safety concerns\/incidents in the workplace to the manager\/health and safety representative<\/p>\n
Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment<\/p>\n
Attend the Safety, Health and Environmental workshops as required by management<\/p>\n
Perform any other related duties as requested by Management<\/p>\n
Educational Requirements<\/strong><\/p>\nCustomer Services Certificate\/Diploma
\nDriver\u2019s License<\/p>\n
Skills and Experience<\/strong><\/p>\n2-3 years\u2019 Experience in a Cellular Industry<\/p>\n
2-3 years\u2019 experience in 2nd line support<\/p>\n
2-3 year\u2019s Proficiency in Microsoft Packages {Outlook, Word, Excel & Powerpoint}<\/p>\n
<\/p>\n
How to Apply<\/h3>\n
Click here to apply online<\/a><\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":"
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…..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[255],"tags":[1661],"jetpack_publicize_connections":[],"yoast_head":"\n
Cell C Jobs: Technical Call Centre Consultant - Jobs in South Africa 2023<\/title>\n<meta name=\"description\" content=\"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\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/joblistsouthafrica.com\/cell-c-jobs-technical-call-centre-consultant.html\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jobs sa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/joblistsouthafrica.com\/cell-c-jobs-technical-call-centre-consultant.html\",\"url\":\"https:\/\/joblistsouthafrica.com\/cell-c-jobs-technical-call-centre-consultant.html\",\"name\":\"Cell C Jobs: Technical Call Centre Consultant - Jobs in South Africa 2023\",\"isPartOf\":{\"@id\":\"https:\/\/joblistsouthafrica.com\/#website\"},\"datePublished\":\"2014-02-05T01:05:51+00:00\",\"dateModified\":\"2016-11-11T08:56:04+00:00\",\"author\":{\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c\"},\"description\":\"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\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/joblistsouthafrica.com\/cell-c-jobs-technical-call-centre-consultant.html\"]}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#website\",\"url\":\"https:\/\/joblistsouthafrica.com\/\",\"name\":\"Jobs in South Africa, Careers, Vacancies | Joblistsouthafrica.com\",\"description\":\"Careers, Vacancies and Jobs in South Africa\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/joblistsouthafrica.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c\",\"name\":\"Jobs sa\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g\",\"caption\":\"Jobs sa\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Cell C Jobs: Technical Call Centre Consultant - Jobs in South Africa 2023","description":"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","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/joblistsouthafrica.com\/cell-c-jobs-technical-call-centre-consultant.html","twitter_misc":{"Written by":"Jobs sa","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/joblistsouthafrica.com\/cell-c-jobs-technical-call-centre-consultant.html","url":"https:\/\/joblistsouthafrica.com\/cell-c-jobs-technical-call-centre-consultant.html","name":"Cell C Jobs: Technical Call Centre Consultant - Jobs in South Africa 2023","isPartOf":{"@id":"https:\/\/joblistsouthafrica.com\/#website"},"datePublished":"2014-02-05T01:05:51+00:00","dateModified":"2016-11-11T08:56:04+00:00","author":{"@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c"},"description":"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","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/joblistsouthafrica.com\/cell-c-jobs-technical-call-centre-consultant.html"]}]},{"@type":"WebSite","@id":"https:\/\/joblistsouthafrica.com\/#website","url":"https:\/\/joblistsouthafrica.com\/","name":"Jobs in South Africa, Careers, Vacancies | Joblistsouthafrica.com","description":"Careers, Vacancies and Jobs in South Africa","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/joblistsouthafrica.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c","name":"Jobs sa","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g","caption":"Jobs sa"}}]}},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2C6n7-4kf","_links":{"self":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts\/16631"}],"collection":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/comments?post=16631"}],"version-history":[{"count":0,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts\/16631\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/media?parent=16631"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/categories?post=16631"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/tags?post=16631"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}