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  • Technical Support Specialist

    Merchants Recruitment

    1 week ago

    Cape Town, Western Cape

    vacancy for a Technical Support Specialist, reporting to the Team Manager in the Technical environment, who will be responsible and accountable for interacting with the client's customers on a daily basis to answer queries, provide technical support, information, resolve issues and provide any other service that may be required; as well as to interact with customers in the spirit of the client's customer focus, concentrating on resolving the issues, escalating learning and focusing on root causes of issues within an environment.

    Main Duties and Responsibilities


    • Providing excellent customer service within schedule time
    • Proving 2nd and 3rd tier technical support to client's customers
    • Identify escalation trends
    • Achieve targets set out in KPI
    • Identify and resolve customer technical problems/queries
    • Keep updated with all products and services
    • Utilise available resources to find solutions to customer requests within scope
    • Manage customer expectations according to product performance and scope
    • Finalize outstanding escalations within agreed timelines
    • Provide feedback on identified trends and problems
    • Provide ad hoc support to colleagues and managers as needed
    • Delivered scheduled hours
    • Achieve Quality targets
    • Maintain Systems with accurate and up to date customer interaction summaries
    • Deliver technical support to walk in customers and site visits as and when required


    Minimum Requirements


    • Matric
    • Clear Criminal and Credit
    • 2 years Technical experience
    • Proven Product Knowledge and experience in an ADSL/Wireless and FTTH environment
    • 2 years Call centre experience
    • Call centre practices
    • Thorough Understanding of internet and email
    • Basic network understanding, websites as well as servers
    • Knowledge of MS Exchange, MS Office
    • IT Qualification will be advantageous (A+ Course/MCDST preferable)
    • Experience in support of connectivity (Dial, ADSL, Wireless, FTTH, LTE)
    See more

    SalaryMarket Related

    Work TypeContract

  • Service Desk Agents

    Merchants Recruitment

    3 weeks ago

    Cape Town, Western Cape

    How to apply?
    Sign up and complete a profile on www.mycalling.co.za

    Then send me a voice note to this number 0608995012

    Stating your the position you are applying for and where in Cape Town you are based, your full name and telling us about yourself, briefly going through your work experience and and reasons for leaving. (Strictly no calls)

    The voice note should be 2 minutes long.

    Our Company is looking for customer centric individuals with Service Desk experience to join the team.

    The Service Desk Analyst provides call logging and first call resolution for calls reported to the Service Desk.

    Responsibilities include initial assessment, classification, investigation, and resolution of calls.

    In this role you will also be required to assist to provide positive and brilliant customer experience in an Inbound/Digital environment.

    Minimum Experience Required:

    • 2 years customer service experience in service desk
    • Ability to work shifts within a 24/7 environment.
    • Credit and Criminal Clear
    • Completed Matric or Equivalent Qualification
    • A+ and N+ or technical qualification are an advantage

    Minimum Skills Required:

    • Excellent Computer Skills
    • Excellent command of English language is essential.
    • Excellent written skill and email etiquette.
    • Excellent listening skills
    • Problem solving skills.
    • Attention to detail.
    • Organizational skills
    • Customer centric orientated

    Key Responsibilities :

    • Respond to all incoming calls within the agreed service level
    • Receiving, validates and logs client requests and capture the detail of the request
    • Respond to e-mail, web, fax and monitoring calls that are logged onto the system
    • Deliver a professional and efficient (first) interface between Merchants / Dimension Data and clients
    • Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
    • Ensure that all calls are routed and allocated to the correct support group or person
    • Ensure that all user details are correct and that discrepancies are to be rectified through the correct channels
    • Accurately logs and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients
    See more

    SalaryMarket Related

    Work TypeContract

  • International Call Centre Agents

    Merchants Recruitment

    on 2021/06/08

    Durban, Kwazulu Natal

    Looking for a job to challenge your excellent customer service skills? Look no further…..

    Calling all Customer Service Agents for a Mega International Company who strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online! Join the world's brightest innovative and technology minds who research and develop technology that improves the lives of shoppers and sellers around the world.

    We are on the lookout for vibrant, energetic, and driven individuals to join our contact centre team of customer service experts for our international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

    Job Description:

    • Moderate all customer reviews and respond to email queries in English.
    • Meets or exceeds quality and productivity goals assigned by management.
    • Demonstrates clear and polite written and oral communication.
    • Maintains a positive and professional demeanor and portrays the company in a positive light.
    • Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
    • Follows company policies and processes in order to process customer requests appropriately.
    • Demonstrates knowledge and use of departmental resources, policies, and procedures.
    • Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
    • Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
    • Proactively communicates system and process issues, and customer feedback trends to management.
    • Exceeds customer expectations by going above and beyond.
    • All other duties as assigned.

    What we require:

    • Grade 12 or NQF Level 4.
    • Criminal and credit clear.
    • Strong command of the English language.
    • English written and verbal fluency, suitable for an international client.
    • Willing to work shifts/weekends.
    • Exceptional customer service experience.
    • At least 3 years call centre experience.
    • At least 3 years core retail experience.
    • Previous international call centre experience for at least 6-12 months highly advantageous.
    See more

    SalaryMarket Related

    Work TypeContract

  • Call Centre Agents

    Merchants Recruitment

    on 2021/05/06

    Cape Town, Western Cape

    CALL CENTRE OPPORTUNITY

    Merchants is looking for customer-centric individuals to join our vibrant team.

    We are a Dimension Data company who employ people with a passion for great service and a drive to succeed. Our success is built on our people and we’re proud that we’ve helped change the lives of thousands of people through job creation and sustainable career growth.

    We are looking for agents who speak at least two of the below languages :

    English, Afrikaans, Zulu, Sotho, Xhosa, Venda

    If you would like to be part of this and meet all the below minimum requirements, APPLY TODAY!

    Position details:

    • Entry Level

    Minimum requirements:

    • Ability to work within a 24-hour shift environment
    • Credit and criminal clear
    • Valid Matric
    • Excellent communication skills
    • Excellent computer skills
    • 3 - 12 months Customer Service experience is advantageous

    APPLY NOW!

    See more

    SalaryMarket Related

    Work TypeContract

  • Call Centre Agents

    Merchants Recruitment

    on 2021/05/06

    Johannesburg, Gauteng

    CALL CENTRE OPPORTUNITY

    Merchants is looking for customer-centric individuals to join our vibrant team.

    We are a Dimension Data company who employ people with a passion for great service and a drive to succeed. Our success is built on our people and we’re proud that we’ve helped change the lives of thousands of people through job creation and sustainable career growth.

    We are looking for agents who speak at least two of the below languages :

    English, Afrikaans, Zulu, Sotho, Xhosa, Venda

    If you would like to be part of this and meet all the below minimum requirements, APPLY TODAY!

    Position details:

    • Entry Level

    Minimum requirements:

    • Ability to work within a 24-hour shift environment
    • Credit and criminal clear
    • Valid Matric
    • Excellent communication skills
    • Excellent computer skills
    • 3 - 12 months Customer Service experience is advantageous

    APPLY NOW!

    See more

    SalaryMarket Related

    Work TypeContract

  • International Call Centre Agents

    Merchants Recruitment

    on 2021/05/05

    Cape Town, Western Cape

    Customer Service Billing Agent for an International Company

    Looking for a job to challenge your excellent customer service skills? Look no further…..

    We are on the lookout for vibrant, energetic and driven individuals to join our contact centre team of customer service experts for our US client and our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

    What we require:

    • Grade 12 or NQF Level 4
    • Criminal and credit clear
    • Strong command of the English language
    • English written and verbal fluency, suitable for an international client
    • Willing to work shifts/weekends
    • Exceptional customer service experience
    • At least 6-12 months call centre experience
    • At least 6-12 months core retail experience
    • Previous international call centre experience for at least 6-12 months highly advantageous
    See more

    SalaryMarket Related

    Work TypeContract

  • International Call Centre Agents

    Merchants Recruitment

    on 2021/05/05

    Johannesburg, Gauteng

    Customer Service Billing Agent for an International Company

    Looking for a job to challenge your excellent customer service skills? Look no further…..

    We are on the lookout for vibrant, energetic and driven individuals to join our contact centre team of customer service experts for our US client and our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

    What we require:

    • Grade 12 or NQF Level 4
    • Criminal and credit clear
    • Strong command of the English language
    • English written and verbal fluency, suitable for an international client
    • Willing to work shifts/weekends
    • Exceptional customer service experience
    • At least 6-12 months call centre experience
    • At least 6-12 months core retail experience
    • Previous international call centre experience for at least 6-12 months highly advantageous

    See more

    SalaryMarket Related

    Work TypeContract

  • Customer Support Engineer (L2)

    Merchants Recruitment

    on 2021/03/18

    Pretoria, Gauteng

    This position is responsible for providing a service to internal clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems to restore service to clients managing incidents to resolution focusing on second line support.

    1. Query Resolution
    • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
    • Develops and maintains a professional working relationship with the client on behalf of Merchants.
    • Identify problems and errors prior to when they occur and log these timeously
    • Investigate second line support calls assigned and identify root cause of incident and problems
    • Take full ownership for managing the incident to resolution within the SLA
    • Assist in analysing, assigning and escalates calls to the relative parties.
    • Confirms Call resolution with client before resolving of the call on the IT Service Management System.
    • Provide continuous feedback to client and affected parties
    • Investigates and reports on incidents relating to server, network, security, EUC (end user computing) and telephony queries.
    • Liaises with 3rd party vendors and 2nd line support to resolve escalated and problems and queries.
    • Follow the require handover procedure for shift changes to ensure service continuity
    2. Standard Adherence
    • Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.
    • Comply with Merchants accepted ITIL based Industry best practices.
    3. Administration
    • Complete daily morning checks on all managed information technology platforms and systems working towards consistent availability
    • Maintains service and quality levels according to Merchants’ business standards, processes and procedures.
    • Documents Standard Operating procedures and Work Instruction processes relating to Merchants and client specific systems.
    • Manages the client’s expectations with regards to break-fix calls and service requests.
    See more

    SalaryMarket Related

    Work TypeContract

  • Team Leader

    Merchants Recruitment

    on 2021/03/16

    Johannesburg, Gauteng

    The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations. 

    1. 1. People Management
    • Coaches the team in order to ensure quality of delivery meets the appropriate standard
    • Measures and manages the team to ensure out-of-line situations are immediately addressed
    • Communicates information in a timely, accurate and understood manner to all team members
    • Ensure that all Human Resources policies and procedures are observed
    1. 2. Communication and Feedback
    • Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
    • Ensure regular feedback is given to Agents with regards to action plans that have been set
    • Ensure all relevant business communications are communicated to the team as and when required
    1. 3. Reporting and Administration
    • Sign off Agents timesheets on a weekly basis
    • Track and accurately update operational performance files for Agents on a weekly basis
    • Compiling and sending reports as required by the business for relevant updates
    1. 4. Customer Satisfaction
    • Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
    • Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
    • Drive teams performance on systems and all metrics in accordance to the contractual obligation.
    See more

    SalaryMarket Related

    Work TypePermanent

  • Service Desk Analysts

    Merchants Recruitment

    on 2021/03/12

    Saltriver, Western Cape

    We are hiring Service Desk Analysts

    An exciting opportunity exists for goal orientated, deadline driven individuals who are committed to meeting service level agreements and consistently strive to improve the customers' experience.  

    Your responsibilities include providing first call resolution for queries reported to the Service Desk. Receiving, validating, logging and prioritizing all requests as well as testing and troubleshooting where applicable.

    Minimum Requirements:

    - Grade 12 or NQF Equivalent

    - 1 Year Service Desk Agent Experience or knowledge in End-user Computing Support

    - A+ or N+ or Information Technology Qualification

    See more

    SalaryMarket Related

    Work TypePermanent

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