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.
