Assurance Agent

Assurance Agent
Location: Pretoria North
Reference Number: SM-6178
Date Posted: 2025/01/16

---

Job Overview:

We are currently seeking a dedicated Assurance Agent to join our team in Pretoria North (Menlyn). As an Assurance Agent, you will play a vital role in providing excellent customer service, managing repair processes, and ensuring efficient in-store operations related to mobile devices, repairs, and stock control.

---

Key Responsibilities:

1. Customer Updates and Communication:
   • Provide regular updates to customers, including detailed notes on repairs and timelines.
   • Log in to the Vision system daily to stay informed on updates, lead times, and repair status.
   • Identify and communicate repair delays promptly to manage customer expectations.
2. Customer Interaction and Service:
   • Assess customer needs and engage with them using positive body language.
   • Ensure adherence to dress code and present a professional image in-store.
   • Display comprehensive product knowledge to effectively address customer requests.
   • Verify and communicate whether issues can be resolved in-store or require escalation.
3. Technical Expertise and Repairs:
   • Demonstrate proficiency in diagnosing issues with smartphones, laptops, tablets, and operating systems.
   • Process activation requests and run relevant tests to identify faults.
   • Manage repair processes, including fault escalation, resolution, and stock control.
4. Repair Process Management:
   • Keep customers informed about repair timelines and progress, ensuring transparency.
   • Ensure all repairs are processed according to company policies and procedures.
5. Post-Service Assessment:
   • Explain the post-service assessment process to customers and ensure satisfaction.
   • Follow the approved customer engagement script (Telkom Way) to ensure consistency and quality service.

---

Requirements:

• Experience:
  • 1–3 years of experience in retail and frontline customer service, ideally in the telecommunications industry.
• Qualifications:
  • Grade 12 (Matric).
  • A+, N+, and MCSE certifications preferred.
• Skills:
  • Problem-solving and time management skills.
  • Strong communication and troubleshooting abilities.
  • Proficiency in mobile devices, network, computer systems, and operating systems.
  • Excellent diagnostic skills and quality orientation.

---

Position Details:

• Level: Junior
• Type: Permanent
• Salary: Market-related
• Employment Equity: This is not an EE position.
• Location: Pretoria North (Menlyn)

---

If you’re passionate about technology and customer service, and you thrive in a fast-paced retail environment, we encourage you to apply for this exciting opportunity!

 

apply here