Switch Telecom

About Switch Telecom

To assure focused and productive communication with potential, new and or existing clients, as well as internal and external agents. The role will involve resolving enquiries from clients, resellers and wholesale clients to ensure maximum client satisfaction. The successful candidate will be responsible for ensuring client queries are addressed and resolved by the relevant department in a professional and timely manner. Duties and Responsibilities: Maintain a healthy relationship with existing customers and build trust with potential clients. Support requests associated with all Switch Telecom services and products. Provide support for clients and resellers telephonically and via the ticketing system. Assist with receiving and dispatching of work requests to staff, vendors or other services providers. Assist in resolving all account-related queries. Provide support for meetings and conference room reservations, as needed and directed. Assist with the coordination and scheduling of orders and amendments for existing clients. Should act as an interface with clients, resellers and wholesalers. Needs to ensure delivery of committed services and overall customer satisfaction. Needs to demonstrate responsiveness and creativity in finding solutions. Resolve billing queries including but not limited to reviewing invoices, receipts and work orders/tickets. Always ensuring appropriate follow-up with customers. Reporting on inventory and hardware stock allocation. Coordinates Vendor Services (Porting and Managed Ports). Amending data on the online system. Capturing client information on the online portal. Screening telephone calls, handling requests, and enquiries. Adhoc external errands. Providing sales and administrative support to internal and external agents. Communicating with agents for the status of orders and outstanding documentation. Skills and Specifications: Customer Support, Administration and Internal Sales or Sales Coordination – 5 to 10 years’ experience essential. Proficient in typing. Proficient with ticketing and CRM systems. Excellent interpersonal and customer service skills. Must be tactful in dealing with people. Discretion, good judgement ability, adaptable and versatile individual. Organisational skills a must. Initiative and ability to operate independently. Must be logical and innovative. VoIP and Data knowledge would be beneficial. Job Type: Full-time Salary: R18,000.00 to R25,000.00 /month Experience: client care: 5 years (Required) administration: 5 years (Required) CRM: 3 years (Required) VoIP: 1 year (Preferred) Ticketing System: 3 years (Required)

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