Contact Centre Agent (Somali-speaking)

TooMuchWifi is a leading provider of fast, reliable and affordable internet connectivity to aspirational communities in South Africa. We are a fast-growing company with a great culture which encapsulates our values - Accountability, Kindness, Integrity, Timeliness and Hardwork.  

We care deeply about our dedicated, hardworking team and the communities we serve.  

Our purpose, mission and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative and kind. We have come a long way and have amazing stories to tell!  

What we offer:

• Health Insurance, Medical aid
• Comprehensive Life Cover 
• Free 24/7 Employee Assistance Program (EAP) for all our staff and their family
• Annual performance bonuses and salary increases
• Employee Share Ownership Plan (ESOP) for qualifying staff
• Generous time off (annual leave)
• Birthday leave
• Discounted TooMuchWifi internet packages
• Casual Fridays
• Fun company events including transportation
• Sports club 
• Staff loans (interest free)
• Successful candidate placement referral cash bonus for staff

An experienced and reliable contact centre agent fluent in Somali and Ahmeric with great people skills who has the ability to work well in a high-pressure environment and provide excellent service to our new and existing customers.

• Understand the company’s products and services.
• Communicate with existing and potential customers via telephone, Chatwood, Turn.io, Vertex (Company's internal systems) or any other Customer Management system that may arise.
• Answer phone calls in order to adequately service customers.
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines.
• Answer inbound calls or generate outbound calls, and in some cases follow up with customers scheduled appointments. 
• Attend tickets that have been allocated by the management systems in a productive and timely manner.
• Keep up with targets set by call centre management in line with tier requirements.
• Maintain a courteous and calm manner at all times to de-escalate stressful situations.
• Resolve customer complaints and queries and mitigate escalations, identify customers’ needs, clarify information, research every issue, and provide solutions.
• Capture information to create, update or adjust customer account information onto Vertex or any other Customer Management system. 
• Suggest products and services to customers based on their requests and needs.
• Build sustainable relationships and engage customers by taking the extra mile.
• Meet qualitative and quantitative targets (Key Performance Indicators).
• Keep accurate and detailed records of all conversations in our call centre database.
• Attend all performance review meetings, team meetings, and other scheduled sessions as requested by Management.

• Matric (Grade 12).
• A college or university degree in business, sales, customer service or related field of study is an advantage.
• 1+ years’ experience in a contact centre environment or any prior experience working in call centres or as an at-home customer service agent.
• Fluent in English, Somali or Ahmeric and or Xhosa (Advantageous)
• Flexible and able to work shift hours, this will include evenings, weekends, and public holidays.
• Good general computer skills.
• Proficiency in MS Office, Google Suite and ability to learn new software quickly.
• An ability to effectively work with people from diverse backgrounds.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced environment and multitask effectively.
• Strong customer service and sales skills.
• Good problem-solving skills and ability to troubleshoot technical issues.
• Knowledge of internet services and relevant technologies is an advantage.
• Ability to remain calm and composed in a fast-paced, high-pressure environment.
• Familiarity with Automatic Call Distribution Phone System (ACD), caller ID, and auto-dialling systems.