Customer Care Agent

We are looking for a young, vibrant, and experienced customer-centric and tech-savvy individual to join our team as a customer care agent to assist inbound customers with queries, complaints, and compliments. The candidate must have prior exposure to a business process outsourcing (BPO) environment.

1. Provide prompt and professional customer support via phone, email, chat, and social media platforms.
2. Identify, troubleshoot, and resolve customer issues efficiently and effectively.
3. Maintain in-depth knowledge of the company’s products, services, and policies to assist customers accurately.
4. Handle multiple customer interactions simultaneously while maintaining a high level of service.
5. Adhere to company policies, procedures, and compliance standards during all customer interactions.
6. Respond to customer queries on billing, router delivery, reconnection, and technical issues.
7. Assist with data top-ups, router activation, and SIM unlocks.
8. Troubleshoot issues with decoders, streaming packages, and internet connectivity.
9. Update customer details, change packages, and reset passwords as needed.
10. Activate Showmax and other services, and assist with cancellations and insurance changes.
11. Link streaming packages, allocate data, and process internet applications.
12. Resolve issues related to router SIM locks, password resets, and signal loss.
13. Provide general support and answer frequently asked questions.

1. 2-year minimum customer care experience in a call center/customer services environment.
2. Completed Matric.
3. Ability to work in a fast-paced environment and prioritize tasks effectively.
4. Sales experience will be an added advantage.
5. Excellent communication and problem-solving skills.
6. CRM experience would be a bonus.
7. Be able to travel to Century City, Cape Town.
8. Be able to work shifts (weekends, public holidays, after hours).