Telkom Assurance Agent (Cape Town)
Smollan · Cape Town, Western Cape
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- Regular Customer Updates with Notes
- Log in to the Vision system daily in order to keep up to date with changes and lead times
- Identify any repair delays timeously
- Manage client expectations by informing customers promptly about changes in repair lead times .
Assessment of Customer Needs
- Display a positive body language at all times when engaging with customers and present in the store
- Adhere to the appropriate dress code as indicated
- Demonstrates knowledge and understanding of products and services
- Identify customer needs and address requests in an appropriate manner
- Verify and communicate whether the matter at hand can be resolved in-store
- Demonstrate a strong proficiency in the understanding of smartphones and mobile devices, with excellent knowledge of computer, laptop and tablet operating systems .
In-Store Activation, OBF, Fault Escalations, Repairs and Stock Control
- Process activation requests promptly
- Effectively run tests with relevant testing equipment to identify faults and problems
- Verify and confirm order booking as per procedure
- Effectively explain fault escalation and resolution process to customers
- Demonstrate the ability to escalate faults, facilitate repairs and manage stock according to set policies and procedures .
Process Management: Repairs
- Inform and effectively communicate with customers about the repair process and the default time frame to be expected for repairs
- Actively monitor the repair turnaround time and keep customers informed on progress .
Assessment of Customer Needs
- Provide a detailed explanation of the post-service assessment process to customers
- Follow the approved script Telkom way Greet customers in a friendly manner
- Constantly assess and monitor if the customer's needs are being met .
Requirements
- 1-3 years' experience in Retail and Frontline customer experience, preferably within the telecommunications industry.
- An understanding of mobile data and its components as well as operating systems, and MCSE experience advantageous
- Essential / Minimum|0-5 years|
- grade 12Matric
- A+, N+, MCSE
- Problem solving skills
- Time Management Skills
- Communication skills
- Network, computer and mobile device proficiency
- Troubleshooting and quality orientation
- Diagnostic skills