Customer Service Agent

Job Title : Customer Service Agent (ITC Industry)

Location : Centurion

Our client, in the telecommunications industry, is looking for a Customer Service Agent to join their team in Centurion.

The candidate must be willing to work in shifts as well as on weekends.

Duties & Responsibilities:

1. Collaborate with different stakeholders (Customers, Vendors, Employees) to ensure that customer needs are fulfilled effectively.
2. Coordinate and follow up with all stakeholders to ensure resolutions within a set timeframe.
3. Monitor and manage the GSOC service delivery processes and workflows, working with the GSOC Client Service Delivery Supervisor.
4. Act as the primary point of contact for service delivery issues and escalations.
5. Ensure compliance with service level agreement (SLAs) and key performance indicators.
6. Conduct regular reviews and reports on the performance of stakeholders.
7. Communicate clearly with stakeholders via email and phone.
8. Facilitate effective communication and collaboration between stakeholders.
9. Write weekly reports to be submitted to the GSOC Service Delivery Supervisor.

Required Qualifications and Working Knowledge:

1. Bachelor's degree in related fields.
2. Experience as a Client Service Delivery Agent.
3. 2+ years of experience in administration (preferably in ICT).
4. Experience in dealing with Corporate Customers.
5. French or Portuguese speaking is an advantage.