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CUSTOMER ESCALATIONS AGENT (FIBRE/FTTH) - 368337
CUSTOMER ESCALATIONS AGENT (FIBRE/FTTH)
Information Technology / Web Development / Telecommunications
Wage / Salary:
R - Market Related - P/M (Per Month)
Jhb - Northern Suburbs, Gauteng
Applications are now open for the position of Customer Escalations Agent (Fibre/FTTH). The purpose of this position will be to take responsibility for the end-to-end resolution of escalated customer queries pertaining to fibre products. This will include investigating and resolving escalations within set timeframes and SLAs, conducting root cause analysis into issues encountered and analysing trends in an effort to contribute to process improvement where possible.
Duties & Responsibilities
Managing end-to-end customer escalations and ensuring first time resolution
Ensuring optimal resolution turnaround times are maintained
Analysing trends related to customer escalations to identify possible improvements
Investigating the root cause of issues encountered
Interpreting and analysing management information and statistical reports
Providing high quality support and service to internal and external customers
Ensuring feedback is provided on resolution within agreed SLAs
Maintaining relationships with customers internally and externally
Providing feedback and recommendations based on trends identified
Actively following up on any escalations that have not been resolved
Ensuring outputs are met in accordance with strategic targets, etc.
Desired Experience & Qualification
Matric and a 3 year Degree or Diploma in Engineering or IT Studies
At least 3 years experience dealing with escalated queries in a customer care environment
Experience dealing with escalated queries pertaining to fibre products specifically
An understanding of the functionality of CRM systems