Telkom:Service Representative
Table of Contents
Core Description
Provide customer support via various Multimedia channels. The multimedia channel includes but is not limited to: Twitter, Face book, my broadband, Telkom .co.za, in order to resolve any queries or services requests. Manage retention and sales via various channels.
Job Responsibilities
OUTPUT 1
Provided Customer Service
SUB-OUTPUTS
Receive customer query
Identify customer needs
Identify role players
Execute action
Update system
Monitor progress
Document and track progress
Provide customer feedback (end to end) including internal stake holders
RANGE
Internal customers
External customer and vendors
OUTPUT 2
Provided Fulfilment, Assurance and Billing Support
SUB-OUTPUTS
Receive request
Determine the nature of the request
Identify the customer needs
Identify resource requirements
Monitor progress against committed dates
Provide feedback to customers
Provide appropriate support to customers
Co-ordinate & monitor escalation
RANGE
All Telkom products
OUTPUT 3
Provided Information
SUB-OUTPUTS
Receive an enquiry / request
Identify the customer’s needs
Gather information
Provide feedback to the customer
RANGE
All Telkom products
OTHER OPPORTUNITIES:
Core Competencies
FUNCTIONAL KNOWLEDGE
Technical environment, Telkom Product and services knowledge, Customer care, Call centre Technologies, ICT industry, Telkom network, customer management knowledge, Telephone Etiquette, Policies and Procedures, Telkom system, computer knowledge, General Telkom knowledge
FUNCTIONAL SKILLS
Analytical; Communication; Technical Trouble shooting; stress tolerance; multi skilling; problem solving; business writing skills; time management, Computer Skills
Education
- NQF 4: Grade 12
Experience
- 2 Years relevant experience
Certifications
Special Requirements
Physical Requirements
Key Stakeholders
Additional Information
Qualifications and Experience:
- N+, A+ will be an advantage.
- Experience in customer service environment.
How to Apply
To apply visit Telkom careers portal
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