Saturday, July 28, 2018

MCi Consultant Johannesburg Jobs, Helpdesk Support Consultant

Helpdesk Support Consultant Job(JHB East Rand)

Reference Number

Purpose of the Role
The ideal candidate for this role will be responsible for resolving customer queries by providing telephonic and electronic query resolution services. You will need to continuously provide an exceptional customer experience with a view to retain and generate business.

Key Performance Areas
Provide an exceptional customer experience

    Appropriately manage all customer queries
    Ensure a polite, friendly, efficient and professional service is provided at all times
    Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests.

Resolve customer queries effectively and efficiently

    Attend to logged customer queries in line with query resolution principles established by the company
    Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries
    Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
    Improve the customer experience and service delivery by providing excellent verbal and written customer service
    Escalate more complex issues to the relevant account manager
    Adhere and meet all service level agreements targets

    Grade 12 / Matric or Equivalent qualification
    IT Qualification

Experience & Skills
    Minimum of 1-year Software Support experience
    Effective communication skills (verbal and written)
    Must be computer literate (All Relevant Internet Browsers, MS Word and MS Excel, MS Outlook)

Excellent telephone etiquette
Work Level Junior
Typ Permanent
Salary Market Related
EE Position No
Location JHB East Rand


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