Call Centre Agent Customer Service

Key Responsibilities Areas

Main purpose
The key objective of the role is to identify and understand customer needs delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.                                                                                                                       
Key responsibilities:
Follow clear instructions and guidelines to investigate resolve and process high volume customer enquiries delivering customer value at first point of contact
Identify and understand customer needs in order to provide a consistently high quality service
Effectively promote the clients products and enhance customer experience and loyalty
Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
Escalate any queries complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
Ensure action is taken to increase customer retention loyalty and build a credible reputation
Operate customer related information systems to the required standard maintaining accurate and secure records
Understand and adhere to the company and department standards policies and  procedures
Adhere to procedures in particular to promote a culture where customers are treated fairly and are properly informed
Customer service
Pro-active problem solving and decision-making skills
Goal orientated
High stress tolerance
Team work
Adapt to change quickly in a fast-paced environment

Qualifications :

Qualification

• Matric/Grade 12

Experience Required

• Minimum 12 month experience in a Contact Centre or in a Customer Service environment
• Experience of working in a regulated environment
• Fluent in written and spoken English

Additional Information :

All succesful applicants should have clear record as background verification checks will be conducted.   

Remote Work :

No

Employment Type :

Full-time