To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner.
Closing date: Ongoing
Location: Northern Suburbs, Western Cape
Key Responsibilities
Query Handling
- Handle a range of customer queries and/or complaints via inbound or outbound communication channels
- Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
- Escalate relevant queries to stakeholders to ensure resolution
- Capture the correct dispositions based on the nature of the query and / or complaint
- Provide a professional customer experience and satisfaction at all times
- Action administrative requirements related to customer account management accurately
Service Level
- Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
- Promptly escalate potential crisis situations to Management
- Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
Quality Assurance
- Ensure outputs are aligned to departmental Quality Assurance standards and targets
- Adhere to Standard Operating Procedure and departmental templates where relevant
Adherence
- Adhere to workforce schedule i.e. start and end time, lunch and body breaks
- Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
- Action any other instruction from management
Experience
- Minimum 1 year Customer Service / Contact Centre experience
- Minimum typing speed of 35 word per minute and 95% accuracy
Qualification
- Grade 12 or NQF Level 4
Functional Knowledge and Skills
- Experience/knowledge of retail account assistance services advantageous
- Strong verbal & written communication skills
- High problem solving skills and ability to work under pressure
- Ability to show empathy and handle customers sensitively
- Ability to be flexible and display strong adaptability skills
- Strong interpersonal skills and experience
- Time & self-management skills with the ability to multi-task, organise and prioritise
- Knowledge of contact centre and customer support functions / services
