Scope of role

The candidate will be the primary point of contact within the organization for all customer enquiries, this includes to own and fully resolve enquiries raised by all stakeholders i.e. customers, general public, Ontec partners. To ensure that a systematic, disciplined and analytical problem-solving approach is adopted in order to satisfy agreed company procedures, whilst maintaining the required standards.

Requirements

Key responsibilities:

·        Provide end-to-end 1st and/or 2nd line support on all Ontec software and solutions; including but not limited to Pyxis, Ontec Home, metering devices and HES;

·    Analyze and resolve issues relating but not limited to, meters, vending processes, consumer data, general utility related enquiries; aggregators and direct vendors;

·   Track, communicate and resolve 3rd line escalated enquiries logged with the relevant internal and/or external providers, and close off the enquiry with the customer when completed;

·        Ensure resolution of enquiries within applicable Service Level Agreement (SLA’s) timeframe

·        Keep abreast of all Ontec products, solutions and services in order to provide adequate support, guidance and training to customers;

·        To onboard new customers on the appropriate systems based on contracts and SLA terms and communicate milestone and timelines accordingly

·        Ensure customer data is maintained and relevant at all times

·        Pre-empt customer needs and offer product and service suggestions to solve customer’s specific needs (Up sales);

·        Issue standard sales quote and follow up with customer;

·        Escalate non-standard sale opportunities and enquiries to the applicable Sales Team;

·        Identify common reported issues and notify the applicable Departments within Ontec and track issue until resolved;

Key requirements:

·        Tertiary Engineering Qualification or equivalent 

·        Minimum 2 years technical industry experience advantageous

·        Basic knowledge of meters and IoT devices and systems;

·        Direct Customer engagement experience;

·        Contact Centre Support background;

·        Proficiency in English, Xhosa and/or Zulu (written and verbal);

·        The use of appropriate business language when communicating with customers;

·        Must have good analytical skills;

·        Skilled in MS Office (Excel, Word, PowerPoint);

·        Ability to foster and maintain relationships;

·        Positive, service-oriented attitude;

·        Able to be flexible and adapt to any work situation;

·        Must be able to work independent and within a team;

·        Ability to thrive in a fast-paced and high-pressure environment;

·        May be required to work longer hours during month-end submissions;

·        Will be required to perform Standby and overtime during after hours and weekends.