Client Centre Agent

Mezzanine Ware; Stellenbosch; On-site; ZAR 200 000 - 350 000; Full time

Job summary

A technology solutions company is looking for a Client Centre Team Member in Stellenbosch, South Africa. This role involves providing exceptional support to client queries, maintaining content on the Support Wiki, and assisting with educational material. The ideal candidate will be fluent in isiXhosa or isiZulu, possess strong analytical skills, and demonstrate patience while managing multiple issues. The starting date for this position is ASAP and requires adherence to ISMS policies.

Qualifications

• Fluent communication skills in isiXhosa or isiZulu for client interaction.
• Strong attention to detail and patience while handling user queries.
• Ability to handle multiple issues and prioritize accordingly.

Responsibilities

• Provide exceptional, efficient, and friendly support to client queries.
• Assist in the creation of educational material for clients.
• Maintain content on the Support Wiki and track support tickets.
• Act as a bridge between clients and product teams.

Skills

Fluent in isiXhosa or isiZulu

Attention to detail

Patience with user queries

Strong analytical and problem-solving skills

Ability to manage multiple problems at once

Good working knowledge of Microsoft Windows

Knowledge of Microsoft Office suite

Education

Matric

Job description

What we do

Mezzanine designs and builds digital technology solutions for customers across Africa and beyond in order to create productive societies. Founded in 2012, Mezzanine has market-leading expertise in the agricultural, health, financial inclusion and education spaces and works with mobile network operators to bring about positive change in the lives of people through the benefits of the digital dividend. Mezzanine is a home-grown African company delivering value to the people of Africa and beyond.

Mezzanine is a subsidiary of the Vodacom Group.

What you will do

You will form part of the Client Centre Team, and will be responsible for providing exceptional, efficient and friendly support to client queries. As part of a small team, you will be involved in activities ranging from providing telephonic and written support to assisting in the creation of educational material.

You will attend to all tickets/issues, making sure the product teams are working on it and escalate them when needed. By applying basic content management principles you will maintain content on the Support Wiki and identify and share opportunities for improvement in support. You will also be responsible for assisting all users on supported software and computing platforms and for diagnosing and resolving technical, hardware and software issues. Preparing activity reports and documenting resolutions are also a big part of fulfilling the above duties.

You will act as a bridge between the client and the product teams by proactively monitoring dashboards by providing testing assistance to product teams to ensure system stability and identifying risk on key issues, notifying line managers immediately.

As a Client Centre Team Member you will have to manage service requests according to SLAs and deliver services as per the helpdesk SOPs. Staying current with all system changes, updates, and information is important for this role as well as adhering strictly to Information Security Management System (ISMS) policies and procedures in line with ISO 27001.

The ideal candidate will have excellent attention to detail, be patient with user queries and will have professional written and verbal communication skills.

Key Requirements

• Fluent in isiXhosa or isiZulu
• Matric
• Familiarity with basic tech concepts
• Attention to detail
• Patience with user queries
• Acceptance of repetitive tasks
• Strong analytical and problem-solving skills
• Ability to manage multiple problems at once and prioritise issues
• A good working knowledge of Microsoft Windows, and Microsoft Office suite of products

Advantageous

• ITIL certification
• EE candidate
• At least 2 years' Hardware and Software support experience
• Previous technical experience as a Tester

Starting date: ASAP

Location: Stellenbosch, South Africa