Job Title : Customer Support Specialist
Location : Somerset West, Western Cape 7130
Company : DSL Telecom
Salary :
Open Date : 2023-01-16
Close Date : 2023-05-17

DSL Telecom is a Sales & Marketing company that specialises in high demand technology products including Internet, Voice and Cloud Services. We are the largest Vox business partner in SA, the largest post-paid Telkom dealer in the country and the first and largest Zoho partner in Sub-Saharan Africa. DSL Telecom has won numerous awards for our achievements and our positioning in relevant high growth industries means the possibilities are endless for DSL Telecom and the right candidate.

Job brief:

We are looking for a passionate Customer Support Specialist, who will provide quality service promptly and develop and maintain a vast knowledge of the products/services being offered, as well as resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

You need to be genuinely excited to help customers. You must be patient, empathetic, and passionately communicative. You need to be able to put yourself in our customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and the ideal candidate can gather information and communicate at a high level. Problem-solving also comes naturally to you. You need to be confident at troubleshooting and investigate if you do not have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities include:

• Provide first and second level support for customers seeking technical assistance over the phone, email or chat.
• Managing large amounts of inbound and outbound calls in a timely manner
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Guide users with simple, step-by-step instructions
• Generate sales leads and seize opportunities to upsell products when they arise
• Identify customers’ needs, clarify information, research and provide solutions and/or alternatives
• Utilise excellent customer service skills and exceed customers’ expectations
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Properly escalate unresolved queries to the relevant channels
• Keep records of customer interactions
• Ability to work well individually and in a team
• Willingly improve knowledge and performance level

Benefits

• Medical Aid Contribution

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