7 дней назад
Customer Experience Agent - Back Office (Pipeline) (Telecommunications)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Experience Agent - Back Office (Pipeline) (Telecommunications): Managing and resolving customer service requests, complaints, escalations, and account-related transactions in a telecommunications back-office environment with an accent on case accuracy, service-level compliance, and cross-functional coordination. Focus on investigating recurring issues, maintaining CRM records, applying First Contact Resolution principles, and driving timely solutions.
Location: Midrand and Centurion, Johannesburg, South Africa
Company
Managed services business providing customer experience, operational support, and service resolution solutions for telecommunications customers.
What you will do
- Manage customer service requests, cases, complaints, and escalations from receipt through final resolution.
- Investigate service issues and operational exceptions, identify root causes, and recommend corrective actions.
- Process customer requests, orders, amendments, account changes, billing adjustments, and corrections accurately.
- Maintain complete customer records and case notes in CRM and operational systems.
- Coordinate with Customer Care, Commercial Operations, Billing, Technical Support, Sales, and other internal departments.
- Meet service-level, quality, productivity, turnaround-time, and First Contact Resolution expectations.
Requirements
- Grade 12 / Matric qualification.
- At least 2 years of experience in customer solutions or back-office support.
- At least 2 years of experience in the telecommunications industry.
- Experience with customer care, case management, or service request processing.
- Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Ability to work at the Midrand and Centurion base locations in South Africa.
Culture & Benefits
- 12-month fixed-term contract.
- Work focused on service excellence, operational integrity, compliance, and customer satisfaction.
- Inclusive equal-opportunity environment that welcomes people with various disabilities.
- Performance measured through productivity, quality, accuracy, compliance, and turnaround-time targets.
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