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Tier 1 Customer Service Representative (Billing & Technical Support)

mweb-6Remote — South Africa
Remote Full-time

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Experience Level

Experience

Qualifications

Requirements:Grade 12/Matric. Computer Literacy (Proficient in MS Excel, MS Word, and MS Outlook). Strong understanding of ISP Networks. Minimum of 1 year of customer service experience within an ISP Call Centre. At least 1 year of technical and desktop customer service experience. Administrative experience is highly recommended. CompTIA A+ Certification is advantageous.

About the job

Main Purpose of the Job:

The Customer Service team at mweb-6 is seeking a dynamic Tier 1 Technical & Billing Support Agent. This role is pivotal in delivering outstanding customer support by addressing and resolving both technical and billing inquiries. You will be tasked with troubleshooting issues related to our services, including Fibre and VoIP, ensuring our customers receive timely solutions and support.

Key Responsibilities:

  • Manage customer interactions and resolve technical, billing, and account-related queries efficiently.
  • Identify customer needs and provide tailored solutions.
  • Enhance customer satisfaction by effectively resolving complaints and handling objections.
  • Deliver exceptional service in every customer interaction.
  • Execute escalations for issues beyond first-line support with diligence.
  • Maintain accurate records of customer interactions in our business system.
  • Utilize available tools and resources to fully resolve customer inquiries.

Skills and Competencies:

  • Experience in Call Centre operations.
  • Proficiency in Technical Support.
  • Familiarity with MS Office Suite.
  • Effective Conflict Resolution skills.
  • Strong Technical Literacy.
  • Analytical thinking capabilities.
  • Exceptional written and verbal communication skills.
  • Customer Service orientation.
  • Assertiveness and negotiation skills.
  • Strong listening and questioning abilities.
  • Robust Troubleshooting skills.
  • Attention to detail and numerical aptitude.

About mweb-6

mweb-6 is a leading internet service provider dedicated to delivering exceptional connectivity solutions to our customers across South Africa. We pride ourselves on our commitment to customer satisfaction and innovative service offerings. Join us in creating a reliable and efficient digital experience for our clients.

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