QUALIFICATIONS & EXPERIENCE:

A minimum of 1 year’s customer service experience (any sector).
Telephone experience is preferrable.
This role will require technical experience/interest as you will be assisting with troubleshooting technical queries, you will need good problem-solving skills with strong attention to detail.
You will have a natural passion for delivering exceptional customer service and be able to build rapport quickly with customers regardless of the platform.
You will have good listening skills and be intuitive to identify and react to how customers are feeling and be able to respond in a positive and engaging manner.
Excellent written and verbal communication skills.
Salary: Competitive

Guide customers through a series of actions to help resolve issues, via phone or email, replacing, or arranging repair of necessary parts where applicable.
Identifying hardware and software solutions, and helping to resolve network issues.
Supporting the roll-out of new firmware applications when applicable.
Resolve issues first time where possible and follow up with clients to ensure the problem is resolved where not.
Meet established goals for all metric, including call and case quality, productivity, and call handling KPIs.
Provide timely and accurate customer feedback, and able to manage multiple cases at a time.
Using a triage call/ticketing system diverting more complex queries to 2nd line support where necessary.
Provide world class customer experience.