Job Description

Overview

Dealing effectively with inbound calls regarding a range of products and transactions is what’s involved here. A real chance to make the most of your excellent customer service skills. You’ll spend each day identifying and fulfilling a variety of needs, including bringing on board new customers, retaining existing ones and cross-selling at every opportunity. In short, you’ll provide a high-quality service and prove that nothing is too much trouble.

Qualifications

Education and Specific TrainingWork Experience Matric or NQF Level 4 (preferred)

 Minimum 6- 12 months of experience working with a Customer service/Sales process - essential

 Superior oral and written communication, presentation, and interpersonal skills. - preferred

Responsibilities

Guide customers to issue resolution via phone, email, and chat channels

 Converting quotes in to sales focusing on customer retention and exceptional service at all times

 Problem-solve customer challenges and educate them on additional features or use cases for the product/service

 Advocate for customers, taking ownership of the resolution journey

 Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and quickly execute decisions

 Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly

 Demonstrate strong business and strategic acumen to balance both the customer and business goals

 Respond to product inquiries and answer questions ensuring the product matches the customers’ needs

 Become a product expert and understand each customer’s needs to provide real, effective solutions based on customers’ needs and deliver exceptional customer service

 Uphold processes and policies in support of organizational goals

 Execute against organizational SLAs for customer care

 Contribute proportionately to the team’s achievement of all KPI’s as set by the Team Leader

 Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our customers are fulfilled

 Balance rapidly shifting priorities through multitasking and flexibility

 Maintain positive attitude in the face of customer concerns, treaƟng customers fairly and with respect

 Act as subject matter expert on processes, policies, and internal tools while advocating for the customer experience

 Following our Business Code of Conduct and regulatory requirements and always acting with integrity and due diligence

 Understanding customer’s needs and, or, any vulnerabiliƟes the customer may have to ensure each customer receives appropriate assistance in good Ɵme to ensure the customer is not disadvantaged Additional duties and responsibilities may be assigned based on the ever-evolving service and support our customers require.