To provide effective and timely customer service, support and processing of orders.  

The role requires a flexible approach, being comfortable working either as part of a team or independently as required in an office environment.  There is a need to adapt quickly to a variety of client environments with the capacity to interact effectively with a range of internal and external stakeholders.

Responsibilities:

Customer Support Activities:

Daily:

• Assisting customers with enquiries via phone, electronically and face-to-face
• Process and qualify new customer accounts received via web-forms
• Configure SIM’s using Jasper platform for existing customers
• Resolving customer issues and complaints
• Excess usage management
• Manage level 1 support tickets, escalate to level 2 if required
• Sales support, lead generation, analyse customer requirements and provide solutions
• Manage expired trial SIM’s and Developer Kits

Quality:

• Participate in internal and external audit of the Quality Management System
• Conform to quality procedures and complete quality records as required

• Participate in internal and external audit of the Quality Management System
• Conform to quality procedures and complete quality records as required.

Minimum Qualifications:

General

• Previous experience in customer service with use of CRM systems or equivalent
• Highly developed communication skills
• Collaborative style
• Service focussed
• Attention to detail
• Relationship building
• Time management
• Understanding of the Quality Management System requirements as documented in the policy manual and procedures
• Good written/verbal communication skills
• Good basic math such as ratio’s and percentages
• Good basic computer literacy skills
• High level organisation skills
• Ability to plan and problem solve

Computer

• Microsoft Office: Word, Excel, PowerPoint or equivalents
• Internet browsers

Desired Qualifications

Tertiary qualifications - desired