Telkom Assurance Agent (Durban North)

2024/10/23
Reference Number
SM-6037
Description

We are on the lookout for an Assurant Agent in Durban North.

As an Assurance Agent, you will be responsible for:

  • 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
  • Grade 12(Matric)
  • A+, N+, MCSE
  • Problem solving skills
  • Time Management Skills
  • Communication skills
  • Network, computer and mobile device proficiency
  • Troubleshooting and quality orientation
  • Diagnostic skills
Work Level
Junior
Job Type
Permanent
Salary
Market Related
EE Position
No
Location
Durban North