KEY SERVICES

Arise connects businesses to their clients, through our centre of excellence Arise is an award winning customer support and business process outsourcing provider, delivering solutions to companies and organization in the domestic and international markets. Today the company employs in excess of 180 people who are primarily engaged in providing outsourced Contact Centre services including Technical Support, Customer Care Support, Outbound Services, Back Office Administration Support, Design and Development of customised Customer Management Systems and Business Intelligence Tools.

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 Technical Support

 

Our Technical support team support technology product and provide services which include:

  • Technical queries in relation to products and services in Presales, Installation and Warranty
  • Provide 1st, 2nd and 3rd level support Fault Management
  • Technical Escalations to 3rd party suppliers
  • Troubleshooting both Hardware and Software
  • Returns Material Authorisations (RMA)
  • RMA processing
  • Faulty product collection and module swap out
  • Engineer appointment making
  • Engineer Support
  • Failure Analysis Engineering.

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 Customer Support

 

Customer service is much more than simply handling incoming calls. We care for your customers through the communications channels that are most relevant to them. We turn customers who have an enquiry about your products, services or brands into your champions. Our experienced dedicated team fully focused on achieving the key success factors which are important in the delivery of the service for our clients. This team is backed up by the Arise support organization and includes Operations, Training, Quality, HR, Insights, WFM & IT.

At Arise, we handle general consumer queries such as:

  • Account updates, billing issues & complaints handling
  • Technical queries in relation to products and services
  • Fault Management
  • Technical Escalations to 3rd party suppliers
  • Web Assistance including assisting customers to use self service on the web to view their accounts details, making amendments to their services, process payments
  • Payment processing (credit and debit cards, etc)
  • Applying credits to customer accounts due to billing or service issues.
  • Premises Relocations & safety calls
  • Quoting for additional services to new and existing customers
  • Working with 3rd parties on new connections
  • Arranging appointments with customers for engineers to go onsite for new connections or fixing technical fault