Position
Fibre Escalations Agent
Description

To own and ensure resolution of all customer escalations sent to FTTH customer touchpoints within the stipulated timeframes and SLA’s. Most importantly to conduct root cause analysis and manage trends to implement process improvement throughout the business. To be accountable for end to end resolution of customer escalations.

Minimum Requirements

• 3 years Degree/Diploma – in Engineering or IT Studies – required
• Minimum 3 years relevant working experience in customer care and/or retail environment is essential
• Minimum 3 years’ experience in dealing with escalated queries
• Understanding of CRM system functionality

Key Accountabilities:

 

  • Manage end to end customer escalations ensuring first time resolution of all escalations and maintain optimal resolution turnaround times
  • Analyse customer escalations trends and identify process or system improvements
  • Provide root cause analysis for escalations and identify and implement improvements
  • Interpret and analyse management information and statistical reports related to escalations and propose action plans
  • Provide high quality support and service to external and internal clients
  • Ensure prompt facilitation/feedback from the relevant resolution channel within the agreed SLA’s
  • Maintain relationships internal and external and with relevant role players in accordance with dependencies
  • Provide feedback and recommendations to management/role players of identified trends
  • Continuous follow up must be implemented to ensure that the relationship is maintained
  • Identify possible improvements to be facilitated in accordance with the outcomes of the queries
  • Execute and meet the outputs in accordance with strategic targets
  • Ensure the principals of connect, own and solve is considered when dealing with the query

 

Competencies:

 

  • Excellent communication skills (verbal and written)
  • Conflict management and resolution
  • Excellent telephone etiquette or face to face customer interaction
  • Analytical thinking
  • Decision making
  • Delegating
  • Interpersonal skills
  • Liaison
  • Negotiation
  • Problem solving
  • Time management and Stress handling techniques

Position: Fibre Escalations Agent

Thank you for submitting your application. We will contact you shortly!

Rate

Up to R34 000 per Month

Duration of employment
12 Months
Industry
Telecommunications
Job Location
Midrand
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