Customer Care Agent

Main Purpose Of Job:

Ensure compliance of 100 % by logging and confirming of all calls made to the client and recording of all communication with the client

Communication is to be clear, concise and accurate at all times

Explanation of the repair process must be provided to the client

Ensure customers are updated continuously on the repair process of their vehicle.

Communication with workshop on status of all vehicles allocated.

Update the online system timeously with updates on all vehicles.

Check all vehicles before released to client to confirm vehicle is clean and ready for collection.

Prepare all the necessary paperwork for collection and ensure client completes necessary documents.

Adhere to Group s customer service policy, and ensure that service delivery is above the Group s score of 95%.

Customer satisfaction measurement measured by Lightstone, respective insurer, group (may not be less than 90%)

Action ticket on the same day as the ticket is loaded on the online system by contacting the client and confirming a process of resolution.

Provide head office customer care department with detailed feedback within the stipulate timeframes.

Ensure tickets are resolved within a maximum of 7 days.

Attend to all escalations immediately.

Ensure all calls are returned before close of business each day.

Any serious escalations must be given to the operations director immediately after loading on the online system.

Requirements

Requirements:

At least a minimum of 6-months customer service experience.

Ability to work in a team.

Must be a team player.

Proficient in both English and Afrikaans.

Strong communications skills, ability to communicate clearly, both written and verbal.

The ideal candidate will be need to be adaptable, a fast learner, and resilient in nature.

Industry: Customercare

Salary:

Location: South Africa.