Escalations Support Desk Consultant
Current• Prioritize and resolve queries within agreed set turnaround times and Service Level Agreement (SLA).• Back Office (Financial policy) implementation and management, covering Mobile, Fixed and Broadband products.• Prepare business letters/emails for formal communication to be sent out to customers when closing.• Maintain a good rapport with customers both internally and externally.• Take complete ownership of all queries received to ensure good quality customer satisfaction.• Analyze and provide a synopsis of the query and take the necessary steps to ensure efficient practical query resolution within set SLA’s has been reached.• Ensure proficient quality assurance on the service rendered to Cell C customers.• Identify opportunities to resolve customer’s query timeously, assessing customer requirements and ensuring that these are met.• Conduct a needs assessment to identify, prioritize and resolve customer’s request in accordance with the company’s business rules to reduce churn.• Writing customer incident reports.• Acting as a catalyst for change and improvement in performance/quality.• Coordinate outreach to distressed customers as warranted.• Develop creative solutions to complex customer problems.• Ensure Customer Satisfaction Survey is done after every Customer Query is finalized.• Interact with management and applying preventative techniques to avoid fraud on Sim swops.• Ensuring that relevant alerts are captured and reported on for suspected fraudsters.• Constantly researching and developing new techniques on fraud prevention.• Conform and adhere to Safety, Health and Environmental legislative requirements.• Report any health and safety concerns/incidents in the workplace to the manager/health and safety representative.• Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment.• Attend the Safety, Health and Environmental workshops as required by management.• Uphold HR policies and procedures.
