Contact Center Agent

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 that encapsulates our values: Accountability, Kindness, Integrity, Teamwork, and Hard Work.  

We care deeply about our dedicated and hardworking team, as well as 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 and Medical Aid benefits
• 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
• Staff loans (interest-free)
• Successful candidate placement referral cash bonus for staff

An experienced and reliable Contact Center Agent with great people and communication skills who has the ability to work well in a high-pressure environment and provide excellent service to all the customers we serve.

• Understanding the company’s products and services, and remaining up to date with any new developments or changes.
• Communicate with current and potential customers via telephone, Chatwood, Turn.io, Vertex (Company's internal systems) or any other Customer Management systems.
• Answer and make outbound phone calls within the required or expected time targets.
• Pay attention and listen to questions and concerns from customers, and respond quickly and clearly with solutions or feedback according to company guidelines.
• Attend quickly to tickets that have been logged on the systems.
• Resolve customer complaints and queries, minimise the number of escalations, identify and understand customers’ needs, verify information, research issues when required, and provide solutions.
• Accurate customer information capturing on the company’s systems. 
• Inform customers about our products and services based on their requests and needs.
• Build and maintain excellent service based relationships with customers.
• Attend all meetings and training sessions as requested by management.
• Consistently achieve or exceed the targets (KPIs) set by contact centre 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 at least two official languages.
• 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.