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Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions.
Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return / repair. Logs calls and updates customer account records.
At higher levels, may be asked to provide responses to submitted questions through out-bound calling.
Working at NTT
The Integrated Services Operations Technician is responsible for interacting with customers via telephone, to handle a variety of pre-sales, and post-sales service functions.
The incumbent in this position will provide first line support to resolve customer queries, complaints and basic problem resolution and will operate under the close supervision whilst following standard operating procedures.
Key Role and Responsibilities :
- Answering and / or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
- Constantly meeting organizational service level agreements by taking appropriate actions to resolve customer problems
- Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
- Following appropriate procedures and offers a solution-orientated to all customer interactions, tailored to the needs of the individual customer
- Providing feedback to customer on actions taken to ensure appropriate levels of customer service
- Remaining current with product, system, process and policy knowledge
- Escalating complex problems and difficult situations when required
- Diffusing difficult situations and manage the flow of the call and maintain control of calls, navigating necessary system screens
- Checking customer details to ensure accuracy and relevance to the service interventions
- Adhering to all policies and procedures that govern the workplace
- Capturing the detail of client requests
- Analysing and interpreting the client request to ensure the correct categorisation and prioritization
- Ensuring that the user is kept updated on the progress in relation to the resolution of the fault and / or issue
- Communicating with internal stakeholders to ensure that resolution of requests is achieved according to the required standards
- Ensuring that users are aware of the actions that are being undertaken on their behalf
- Ensuring that incidents are logged, addressed, and closed off
- Acting as the link between customers and IT support teams
Knowledge, skills and attributes :
- Good verbal and written communication and customer service skills
- Attentive listener with a professional approach
- Good attention to detail and accuracy
- Adaptable and flexible, adapts style to align to cultural differences
- Knowledge of standard rules, procedures and operations within a similar environment
- Ability to solve basic problems which may be varied but similar
- Ability to fact find to gain a full understanding of an issue and consider most appropriate response
- Ability to work effectively in a team to support the achievement of short-term objectives
- Basic knowledge of GDPR and POPIA would be desired
- Demonstrates the ability and passion to learn
- Friendly and patient with users and / or client
- Shows initiative and ability to work independently
- Ability to organise and prioritize
- Basic knowledge of information systems service management / service control processes and methodologies
- Basic knowledge and understanding of information systems technology areas
- Display personal accountability for own actions and quality of work
- Basic understanding of Active Directory
- Working knowledge of Windows Operating Systems and iOS
- Working knowledge of the Microsoft Office suite of applications
- Display personal accountability for own actions and quality of work
- Excellent attention to detail and high accuracy
Academic Qualifications and Certifications :
- High school qualification
- Relevant certifications
Experience required :
- Experience in a similar environment providing customer service
- Experience working with the MS office suite and related technologies, including databases
- Demonstrates a professional and friendly tone, maintaining faultless grammar
- Experience in a service management and operations role and service desk environment
- Experience working with help desk / ticketing software
What will make you a good fit for the role?
