Customer Service Agent - DSL Telecom

DSL Telecom is a Sales & Marketing company that specialises in high-demand technology products including Internet, Voice and Cloud Services. We are the largest Vox business partner in SA, the largest post-paid Telkom dealer in the country and the first and largest Zoho partner in Sub-Saharan Africa. DSL Telecom has won numerous awards for our achievements and our positioning in relevant high-growth industries means the possibilities are endless for DSL Telecom and the right candidate.

Job brief:

We are looking for a Customer Service Agent, who will provide excellent customer service by effectively solving customer issues, complaints and inquiries with accuracy and efficiency to maintain high customer satisfaction.

You need to be genuinely excited to help customers. You must be patient, empathetic, and have great interpersonal skills. An ideal candidate can gather information and communicate at a high level.

If you’re naturally a helper, enjoy assisting people with issues and can explain technical details simply, we’d like to meet you.

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Responsibilities include:

• Provide first-level contact and support for customers looking for administrative and technical assistance and convey resolutions to customer issues
• Managing large amounts of inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research and provide solutions and/or alternatives
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Properly escalate unresolved queries to the next level of support
• Build customer relationships through open and interactive communication
• Keep records of customer interactions
• Collaborate with team members to improve overall team performance
• Follow communication procedures, guidelines and policies
• Willingly improve knowledge and performance level

Benefits

• Medical Aid Contribution