Instore Data expert - Cape Town

Overview of the Role

·
To render support in the mobile data
arena in an efficient, effective and professional manner which
constantly meets the specific performance standards

·
Remain abreast of the latest
developments in the Mobile Data arena.

·
Assist in developing a central
repository of knowledge pertaining to mobile data services Customer Care and support personnel.

· Capture all support provided on relevant
systems

·
Maintain efficient, effective and
professional service levels in a manner that constantly meets the required
performance standards

·
Ensure continuous follow-up on
transaction being processed and measure the applicable turnaround times

·
Create a welcoming environment by
assisting Consultants on the frontline with irate customer and resolve
escalated queries of a technical nature

·
Excellent time management will be
expected to ensure that the customer receives optimum service delivery in
optimum time which remains productive to the trade outlet as well. Control of
queuing times and first time right support. No repeats of same fault support
for the same customer

·
Equipped to respond to technically
related queries in terms of supplying Customer’s with information.

·
Interface to third parties for support
on mobile data products

·
Expert knowledge of Company's products and
other mobile solutions

·
Communicates effectively of customer
queries, both orally and in writing, with subordinates, colleagues, clients and
customers at all levels of seniority.

·
To provide support with specialized
queries relating to various devices and technologies through all Customer
contact channels i.e. telephonically, written, fax and Internet.

·
To guide Customers to set-up various
devices with the appropriate settings to enable the use of various devices and
technologies whilst speaking to them.

·
To resolve problems associated with
escalated technical queries with the relevant stakeholders.

·
To conduct extensive trouble-shooting
associated with escalated technical queries around these interfaces, devices
and technologies.

Competencies/Skills/Attitudes



·
Ability
to stay positive in working environment at all times

·
Ability
to adapt to change at any time

·
Excellent
communication skills

·
Quick
learner

·
Accurate

·
Honest

·
Reliable

·
Punctual

·
Good
listener

·
Problem
solver

·
Excellent
customer service skills

·
Self-disciplined

·
Comfortable
working shifts, public holiday, weekends

·
Exceptional
Computer skills

·
Good
Admin skills

·
Target
Driven

·
Able
to work alone or part of team

·
No
Criminal Record

·
No
Judgments – Clear Credit History

·
Ability
to think out of the box



Education and Qualification
Requirements



Minimum
Requirement

o
Matric

o
A+

o
N+