Customer Service Agent

Execute plans and requirements from the Contact Centre Agent aligned with weekly, monthly, quarterly, and annual targets: Knowledge of the company’s products and services Communicate with current and potential customers via telephone, Chatwoot, Turn.io, Vertex or any other Customer Management system that may arise. Answer phone calls in order to adequately service our clientele 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 fashion. Keep up with targets set by call center 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 personal/team qualitative and quantitative targets / Key Performance Indicators. Keep records of all conversations in our call center database in a comprehensible way. Attend all performance review meetings, team meetings, and other scheduled sessions as requested by Management. Adhere to TooMuchWifi policies and procedures. Essential Experience Prior experience working in call centers or as an at-home customer service agent Strong desire and ability to communicate and work with ethnic, and gender diverse. Bilingual language skills are a plus, especially in Afrikaans, Somali, and Amharic. 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 technologies is an advantage. Ability to remain calm and composed in a fast-paced, high-pressure environment. Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem. Ability to stand or sit for extended periods of time. Ability to work shift hours, this will include evenings, weekends, and public holidays. Familiarity with Automatic Call Distribution Phone System (ACD), caller ID, and auto-dialling systems.

An ability to effectively work with people from diverse backgrounds, including age, race, ethnicity, gender identity, and lived experiences. Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel.