Job Description

Job Summary Our client is looking for a Service Centre L1 to provide 1st line telephonic support, technical assistance and integrated solutions to external and external clients on all products to ensure operational service and excellence. Responsibilities: 1st line Telephonic Support: Answer customer calls and perform troubleshooting steps to ensure client site stays functional (diagnose root causes, identify solutions, and resolve problems). Log calls with a field support technician when required. Achieve call answer, log, and solve ratios for performance and audit purposes. Facilitate ad-hoc project requests such as outbound calls and database updates. Administration: Log all calls via CRM using the correct logging process e.g., select correct fault codes. Monitor SLAxc3xa2xe2x82xacxe2x84xa2s and follow-up on calls to ensure they are serviced within SLA Assign and close calls correctly after technicians site visit Onboarding Merchants Reporting: Prepare ad-hoc customer SLA reports, activity and monitoring reports (extract information from platforms e.g., CRM/Smart link, identify trends and propose solutions). Pro-active monitoring of customer products in the field (online/offline/needs replacement). Outsourced Services failover: Adhere to the Support Process for Outsourced Services including: SLA management. Escalations as required to third parties (mobile networks, integrated solution suppliers). Qualifications and Experience Matric and IT-related qualification A+ will be an advantage N+ will be an advantage 1 years plus of customer services experience (inbound/outbound calls experience) Preferably telecommunications industry experience

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