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3 Oct 2021

Full-Time Call Center Agent by Pronel Personnel

Pronel Personnel – Posted by Pietermaritzburg, KwaZulu-Nata

Job Description

JOB ALERTS: Join the official Group for Job Seekers in South Africa

Call Center Agent duties include:

  • Answering incoming calls from WISP subscribers.
  • Logging new tickets/updating existing tickets, on various WISP ticketing systems.
  • Ensuring that every incoming call is associated with a new or existing ticket and that any engagement is recorded on the ticket.
  • Performing basic checks and troubleshooting on the call with the subscriber, as per procedures.
  • Escalating persistent or unresolved issues to the technical engineers.
  • Ensuring the ticket is acknowledged by the receiving engineer and followed up to ensure it is actioned within the SLA.
  • Picking up and logging “voicemails”, return calls, and if necessary, escalating to the next available engineer.
  • Assisting with ongoing quality control of calls and ticket quality.
  • Coordinating real-time activities (queues) to ensure that service levels are achieved.
  • Ensuring that individual junior engineers are not overloaded and that tickets are progressed timeously
  • Following up with customers to determine customer satisfaction levels.

How to Apply

  • Are fluent in English.
  • Have excellent communication skills.
  • Have great customer service skills.
  • Can follow procedures, processes and learn quickly.
  • Are available to work alternating weekday, evening and weekend shifts
  • IT literate
  • Are passionate about providing a good service to customers
If you meet all of the above, please send your CV to [email protected] Please note due to high volume responses, only candidates that meet the advertised criteria will be contacted. JOB ALERTS: Join the official Group for Job Seekers in South Africa

Job Categories: Call Centre. Job Types: Full-Time. Job Tags: Call Center jobs. Salaries: Less than 20,000.

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