Website Ignition Group
The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose – to make life better through innovative technology. We approach markets that are traditionally complex and contested, and then simplify the… read morem, making life easier for consumers, and business more efficient for our partners. Ignition, a central business vertical to the Ignition Group, was founded in 2002, by brothers Sean and Donovan Bergsma. Ignition Group, now one of Africa’s largest investors in technology, media, telecommunications and financial services sectors, provides a platform for sustainability and success. With a staff complement of nearly 3 000 people, we have a team of experts in the fields of IT, Finance, Marketing, Human Resources, Sales, Development, Compliance, Customer Care, Training and Support. Ignition Group has built a sound infrastructure to support a number of business verticals within the Group, allowing the business verticals to swiftly develop, innovate, adapt and support our Business Partners and strategies. Quadrant 4, Centenary Building, 30 Meridian Drive, Umhlanga, Durban
Description
First Teir / Level Customer Support
Receive Telephonic or Digital (Email, social media, Chatbot, WhatsApp) queries and enquiries from customer
Assess Queries received and provide Product and Service support to customers.
Log queries received in a manner that allows the business to analysis and categories reasons for queries or complaints and implement service delivery improvement.
During interactions transfer product and business value proposition know to customers that allows them to realise the potential and benefits of the products and services the business provides.
Diagnoses the customers service situation and provide a First Call Resolution consistent with the business, product and / or service delivery processes, standards, and Terms.
Escalation handling and resolution
Identify solutions and implement resolutions for escalated issues, working with relevant internal teams.
Ensure that turnaround times for analysis and resolution of escalations are met in accordance with service level agreements / compliance standards.
Provides feedback to the relevant stakeholders and keeps them informed about the progress of the case and expected timelines for resolution.
Act as a feedback loop by providing insights and guidance on handling difficult cases and helping improve overall service quality.
Reporting
Maintain detailed records of escalated cases, actions taken, and outcomes to facilitate reporting, analysis, and process improvements.
Contribute to the creation of documentation to support resolution of future issues of a similar nature.
Produce regular reports and summaries on escalated cases, resolutions and trends.
Present findings on trends to the relevant internal stakeholders.
Requirements
Matric
Relevant diploma or certification
At least 3 years’ work experience in customer service or support roles, with a focus on handling escalations and customer issues.
Previous experience working in a contact centre environment.
Apply via company website ( http://www.ignitiongroup.co.za/ ) or
.mcidirecthire.com