Customer Care Agent
Customer Care Agent
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Compliance to Processes
- Timeous order entry process completion within turn-around times
- Sound knowledge of MRP and MVNX products and services
- Understanding of customer credit vetting management
- Credit Limit monitoring
- Customer account maintenance
- Customer welcome and first bill/change bill sign of
Cancellations
- Sound knowledge of MRPs cancellation processes
- Customer retention management
- Timeous cancellation process completion
- Entering the cancellation into the CRM system
- Quoting customers on early termination costs
General
- Assist with all customer queries that arise
- Filing of all required documentation
- Monitor data Integrity on all systems and databases
- Knowledge on all relevant systems to ensure that the correct decisions are taken and the correct information is fed back to the customer
- Effective escalation management
- Ad-hoc reporting when required
Training
- On-going training required
- Individual Development Plan
- Internal product and sales training
Operational Processes
- Work with existing systems processes and procedures in such a way that operational efficiencies performance and customer contact experiences are enhanced
- Effectively utilise and open system applications to support work (e.g. Soft Phone Admin Vas X)
- Ensure that all calls are logged accurately according to call classification system
- Identify problem areas and escalate to Line Management as appropriate
- Retain customers in line with company retention strategies
- Work on Call Centre shifts according to duty roster communicated
- Conduct coaching and buddy training as required
Customer Service
- Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLAs.
- Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
- Provide input / advice on the best approach / solution to reach the best results to meet customer requirements.
- Deliver first time right service excellence.
Quality Control
- Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLAs.
- Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
- Provide input / advice on the best approach / solution to reach the best results to meet customer requirements.
- Deliver first time right service excellence.
- Matric.
- A tertiary qualification would be advantageous.
- Experience in a similar role (customer services / call centre) in a service operation.
- Microsoft Excel PowerPoint Word experience is critical.
- Cellular / GSM experience.
SKILLS AND COMPETENCIES
- Good interpersonal skills.
- Good relationship skills.
- Analytical skills.
- Problem solving skills.
- Ability to react quickly and make decisions under pressure.
- Very good communication skills (Verbal written).
- Business communication skills.
Required Experience:
Junior IC
Employment Type
Full-Time
