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28 days ago
Requirements and responsibilities
How often have you called in and spoken to a support agent and thought, "Wow, they were helpful" and this person made your day? Do you have what it takes to BE one of these awesome individuals?Now is your chance!Webafrica is in search of a spunky, left-of-centre individual that is clued up on connectivity, the internet and is also able to provide phenomenal customer service. Note, there is obviously the aspect of billing customers when they make use of a service so you would need to know about this as well.So, if getting customers connected to the World Wide Web is your thing and high levels of service is your passion, get in touch with us!Send us your deets so we can meet!You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIPRequirementsGrade 12 / MatricAnalytical thinking with strong troubleshooting abilityStrong understanding of ISP NetworksWilling to work shifts (including weekends & public holidays)Ideal Requirements1+ Year customer services experience within an ISP Call Centre1+ Year of technical and desktop customer service experienceExposure to a Customer Service Scoring System (eg. Net Promoter ScoreDesired Skills:Call CentreTechnical SupportStrong Written and Verbal Communication skillsAttention to detailMS Office (WordMS Office (Excel)MS OutlookConflict ResolutionMultitaskingTime ManagementTechnical LiteracyAnalyticalProblem SolvingCustomer ServiceWhat you will be doing: Provide efficient and effective support to Webafrica Vuma Reach Customers around billing and technical queries via WhatsApp Live ChatProvide support to Webafrica Vuma Reach CustomersTroubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)Escalation of Faults beyond 1st Line SupportRouter ConfigurationCustomer Account ManagementUpdating customer recordsAccount activations/cancellationsAccount payment managementAdvising customers on account balancesAccount reconciliationsCredit and debit note managementMeeting Daily Live Chat and Call Targets*FIBRE CAPABILITY AT HOME IS A REQUIREMENT FOR THE ROLE*Correspondence will be conducted with shortlisted candidates only. If you haven’t heard back from us, please regard your application unsuccessful – but don’t lose hope, keep checking our website for more career opportunities in future.BenefitsOur benefits are second to none - the icing on the Webafrica culture cake:We are a Fully Remote work environmentThat’s right! No need to go into the office! You can work from just about anywhere.We have partnered with a shared office/workspace called Workshop 17 and we cover the cost of your access to any of their branches around the country – if you’d like a change of scenery from time to time.We Kit you outWe will provide you with all the necessary tech equipment needed for a remote office. Laptop, monitor, and headset. And of course, a UPS to ease the effects of load-shedding!We also provide you with Connectivity – FOR FREE!We look after your well-being and encourage a healthy lifestyleWe pay 100% of your medical aid (Discovery& Vitality) – so no deduction unless you want to add a beneficiary or increase your cover to more than what is provided.We think of your future tooRetirement Annuity - up to 5% company contribution in your first year; 7.5% thereafterTHE CHERRY ON TOP!!! Webafrica rewards stellar performance!Performance Bonuses of up to 20% of your cash salary are paid out quarterly, so long as company targets are met.Annual individual awards for the Webafricans that outshine the rest!We always try to have some fun! Team buildings are a big deal as well as other cultural activities and company events!
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