Customer Solution Centre Agent
Scope
of role
The candidate will be the
primary point of contact within the organization for all customer enquiries,
this includes to own and fully resolve enquiries raised by all stakeholders
i.e. customers, general public, Ontec partners. To ensure that a systematic,
disciplined and analytical problem-solving approach is adopted in order to
satisfy agreed company procedures, whilst maintaining the required standards.
Requirements
Key responsibilities:
· Provide end-to-end 1st and/or 2nd line support on all Ontec
software and solutions; including but not limited to Pyxis, Ontec Home,
metering devices and HES;
· Analyze and resolve issues relating but not limited to,
meters, vending processes, consumer data, general utility related enquiries;
aggregators and direct vendors;
· Track, communicate and resolve 3rd line escalated enquiries
logged with the relevant internal and/or external providers, and close off the
enquiry with the customer when completed;
· Ensure resolution of enquiries within applicable Service
Level Agreement (SLA’s) timeframe
· Keep abreast of all Ontec products, solutions and services in
order to provide adequate support, guidance and training to customers;
· To onboard new customers on the appropriate systems based on
contracts and SLA terms and communicate milestone and timelines accordingly
· Ensure customer data is maintained and relevant at all times
· Pre-empt customer needs and offer product and service
suggestions to solve customer’s specific needs (Up sales);
· Issue standard sales quote and follow up with customer;
· Escalate non-standard sale opportunities and enquiries to the
applicable Sales Team;
· Identify common reported issues and notify the applicable
Departments within Ontec and track issue until resolved;
Key
requirements:
· Tertiary Engineering Qualification or equivalent
· Minimum 2 years technical industry experience advantageous
· Basic knowledge of meters and IoT devices and systems;
· Direct Customer engagement experience;
· Contact Centre Support background;
· Proficiency in English, Xhosa and/or Zulu (written and
verbal);
· The use of appropriate business language when communicating
with customers;
· Must have good analytical skills;
· Skilled in MS Office (Excel, Word, PowerPoint);
· Ability to foster and maintain relationships;
· Positive, service-oriented attitude;
· Able to be flexible and adapt to any work situation;
· Must be able to work independent and within a team;
· Ability to thrive
in a fast-paced and high-pressure environment;
· May be required
to work longer hours during month-end submissions;
· Will be required to perform Standby and overtime during after
hours and weekends.