As a Customer Service Agent at Level-7 Internet, your role is essential in ensuring the smooth processing of customer orders, managing relationships with fi bre providers and maintaining high service delivery standards. You will handle a wide range of tasks, including order processing, managing escalations and performing administrative duties to support the team.
This role is open to candidates of all backgrounds and abilities.

Education, Certifications & Experience

• National Senior Certificate (Matric or equivalent)
• Proven experience in customer service, ideally in a similar role at an ISP.
• Experience in order processing, escalations and working with external service providers is highly beneficial.

Skills & Competencies

• Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and service providers.
• Strong organisational skills and attention to details.
• Able to multitask.
• Computer literate.
• Ability to work under pressure and manage deadlines in a fast-paced environment.
• Strong problem-solving skills with a focus on resolution and customer satisfaction.

Order Review & Processing

• Review new customer orders received from the sales team, ensuring all data is accurate and complete.
• Verify that all information from the signed contract is correctly captured, ensuring no discrepancies before proceeding.
• Place new orders internally and with various fibre providers accurately and promptly, ensuring all service details are correct.

Order Follow-up & Activation

• Follow up on all pending orders and installations, ensuring timely updates and responses from fibre providers.
• Ensure order activations are completed by the relevant fibre providers and escalate issues if delays occur.
• Monitor progress on fibre orders, keeping the customer informed about the status of their installation.

Router Setups

• Coordinate with internal teams to arrange router setups and deliveries or collections for customers.

General Office Administration

• Maintain accurate and up-to-date records, including updating spreadsheets, managing order sheets and tracking order statuses.
• Organise and maintain administrative systems related to customer orders, service regrades and installations.

Service Regrades & Conversions

• Process service regrades and conversions, ensuring that all changes are properly recorded and communicated to the relevant teams and fibre providers.
• Manage customer expectations and ensure proper execution of these service changes without delays.

Order Escalation Management

• Handle escalations across all tiers with fibre providers, ensuring that issues or delays are addressed promptly.
• Log escalation tickets with the appropriate fibre providers, ensuring all issues are documented and followed up on for resolution.
• Work closely with fibre providers and service delivery managers to resolve issues and maintain positive relationships.

Relationship Management

• Build and maintain strong relationships with fibre providers and service delivery managers to ensure smooth communication and collaboration.
• Act as a liaison between customers, the sales team and fibre providers to ensure seamless service delivery and resolve potential issues quickly.

Customer Service & Support

• Provide exceptional customer service by responding to queries, resolving issues and maintaining a customer-centric approach to all interactions.
• Assist customers with questions regarding their orders, services and any issues related to their installations and activations.

Collaboration with Other Departments

• Work closely with the support team to timeously resolve any technical issues.

Ad-Hoc Duties

• Perform any additional duties as required by the company, including assisting other departments with customer service-related tasks, administrative duties or special projects as needed.