Contact Centre Agent
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Job Location:
Pretoria - South Africa
Monthly Salary:
Not Disclosed
Posted on:
28 days ago
Vacancies:
1 Vacancy
Job Summary
The purpose of the role is to manage a customer base that consist of both prospective and existing customers ensuring standards are met to help drive customer loyalty and support continued sales.
Manage contact on telephone and various channels received in the CRM system.
1. Reduce the number of abandoned calls.
2. Maintain the agreed-on service levels for all communication channels managed inside and outside of the Freshdesk CRM environment.
3. Maintain the agreed upon handling time for contacts received in the Freshdesk CRM.
4. Correct completion of customer information and clear explanation of complaints and enquiries in Freshdesk CRM.
5. Assist leasing team with tenant retention where notice of cancellation is received by contacting the tenant to ensure that they have been assisted in all areas and determine the reason for their vacate.
Deliver Customer Satisfaction.
1. Support and provide superior service telephonically and on all other communication channels as both receiver and responder.
2. Knowledge of the business to assist tenant or prospective tenant with enquiry submitted via any of the communication channels with correct information.
3. Deal with irate customers professionally and calmly.
4. Ensure effective telephone communication.
5. Transfer calls take messages and handle call backs in an effective manner.
6. Increase customers understanding of procedures.
7. Ensure clear communication between Departments and the customers to increase customer satisfaction.
8. Build positive relationships with customers over the various communication channels.
9. Control telephone calls effectively.
10. Ensure that service delivery is continuously improved in ways that meet the needs of the customer.
Working conditions:
Office Based with no travelling required.
Qualifications & Experience:
1. Matric qualification required.
2. 2 years experience in a Contact Centre required.
3. 2 years experience in Customer Service is required. Skills & Knowledge Required: 1. MS Office Skills required.
a. MS Word Basic
b. MS Excel Basic
c. MS Outlook Basic
2. Good data entry and typing skills required.
3. Proficiency in English language required.
4. Basic knowledge of MDA preferred.
5. Intermediate knowledge in Freshdesk preferred.
6. Knowledge of City Property business processes is preferred.
7. Knowledge of customer service principles and practices preferred.
8. Knowledge of call center telephony and technology preferred.
9. Knowledge of administration processes preferred.
Personal
Attributes:
1. Problem solving find solutions when emotions are involved.
2. Interpersonal relationships building mutually satisfying relationships.
3. Empathy understanding & appreciating how others feel.
4. Independence be self-directed and free from emotional dependency.
5. Assertiveness communicating feelings and beliefs; being non-offensive.
6. Social confidence be self-assured and at ease with people in all types of social situations.
7. Multitasking dealing with several activities at a time enjoy being given new tasks before they have finished another.
8. Teamwork cooperation with others good-natured attitude and encouraging people.
9. Persistence sticking with tasks not giving up dislike leaving things unfinished.
10. Rule following adhere to rules and strictly follow work regulations.
11. Attention to detail focus on details strive for perfection and be well organized.
12. Analytical thinking like solving complex problems carefully analyze information and use logic to address issues and problems.
Required Experience:
Junior IC
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
About Company
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