- Joined
- Dec 7, 2011
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Job Description:
A correspondence agent will be responsible for delivering exceptional client service experiences to all our clients. Queries and interactions are mainly via written correspondence, but may also include telephonic or face-to-face interaction. The person in this position is also responsible for the effective management of escalations and complaints from clients. Correspondence agents deal mainly with e-mail queries ranging from technical to billing. They would also manage our social media platforms and as well as in house communication. It is the responsibility of the agent to ensure that all issues are thoroughly investigated, and that the client is always kept in the loop with constant feedback.
Outputs:
Acceptable performance with regard to Key Performance Areas (KPAs)
· Email escalations are dealt with timeously and effectively.
· Ensure escalation and reseller tickets are dealt within SLA.
· Adhering to all AD-HOC work given by manager
· Available for overtime where workloads require
· Logging of faults where required
· To take ownership of any escalated queries
Requirements and Experience:
· Previous call-centre experience in a customer services capacity, preferably on a technical support helpdesk.
· A strong technical background relating to the IT sector and industry
· Good understanding of the internet as well as email and their structure and functioning
· A+/N+
· · CCNA
Competencies:
· Excellent written and telephonic communication skills
· · Responsible, punctual and able to work under pressure and meet challenging targets
· Familiarity with Windows and other Microsoft packages
· Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications
· Attention to detail
· Troubleshooting skills
· Passionate about customer service
How to Apply
Please send your application through to [email protected]
A correspondence agent will be responsible for delivering exceptional client service experiences to all our clients. Queries and interactions are mainly via written correspondence, but may also include telephonic or face-to-face interaction. The person in this position is also responsible for the effective management of escalations and complaints from clients. Correspondence agents deal mainly with e-mail queries ranging from technical to billing. They would also manage our social media platforms and as well as in house communication. It is the responsibility of the agent to ensure that all issues are thoroughly investigated, and that the client is always kept in the loop with constant feedback.
Outputs:
Acceptable performance with regard to Key Performance Areas (KPAs)
· Email escalations are dealt with timeously and effectively.
· Ensure escalation and reseller tickets are dealt within SLA.
· Adhering to all AD-HOC work given by manager
· Available for overtime where workloads require
· Logging of faults where required
· To take ownership of any escalated queries
Requirements and Experience:
· Previous call-centre experience in a customer services capacity, preferably on a technical support helpdesk.
· A strong technical background relating to the IT sector and industry
· Good understanding of the internet as well as email and their structure and functioning
· A+/N+
· · CCNA
Competencies:
· Excellent written and telephonic communication skills
· · Responsible, punctual and able to work under pressure and meet challenging targets
· Familiarity with Windows and other Microsoft packages
· Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications
· Attention to detail
· Troubleshooting skills
· Passionate about customer service
How to Apply
Please send your application through to [email protected]