Tier 1 Technical & Billing Support Agent - Fully Remote

About the role

The Client Services Onboarding team currently has a vacancy for a Customer Service Representative who will be responsible for providing customer support - that includes information sharing and resolving technical and billing related queries. Job Output: o Responsible for customer interactions that result in resolved technical, billing and account queries. o Identify and understand customer needs. o Provide solutions to technical and account management queries. o Resolved customers' queries, and complaints and manage objections effectively to increase customer satisfaction. o Deliver exceptional service to customers in all interactions. o Diligently execute escalations beyond 1st line support. o Record accurate summaries of customer interactions in the company business system. o Utilise all available tools and resources to resolve customer queries completely. Skills and Competencies: o Call Centre o Technical Support o MS Office Suite o Conflict Resolution o Technical Literacy o Analytical o Strong written/verbal communication skills o Customer Service focused. o Assertiveness o Tact and ability to negotiate. o Listening and questioning skills o Troubleshooting skills o Objection handling o Attention to detail. o Numerical skills Excellent o Communication Skills -Grade 12/Matric -Computer Literate (MS Excel/MS Word and MS Outlook) -Strong understanding of ISP Networks -1+ Year customer services experience within an ISP Call Centre -1+ Year technical and desktop customer service experience - Administration experience is a highly recommended We are a Fully Remote work environment o That's right! No need to go into the office! You can work from just about anywhere o We have partnered with a shared office/workspace called Workshop 17 and we cover the cost of your access to any of their branches around the country - if you'd like a change of scenery from time to time. We Kit you out o We will provide you with all the necessary tech equipment needed for a remote office. Laptop, monitor, and headset. We also provide you with Connectivity - FOR FREE! THE CHERRY ON TOP!!! MWEB rewards stellar performance! Performance Bonuses of up to 20% of your cash salary are paid out quarterly, so long as company targets are met. We always try to have some fun! Team buildings are a big deal as well as other cultural activities and company events!

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