To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner.Key ResponsibilitiesQuery Handling
Handle a range of customer queries and/or complaints via inbound or outbound communication channels
Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
Escalate relevant queries to stakeholders to ensure resolution
Capture the correct dispositions based on the nature of the query and / or complaint
Provide a professional customer experience and satisfaction at all times
Action administrative requirements related to customer account management accurately
Service Level
Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
Promptly escalate potential crisis situations to Management
Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
Quality Assurance
Ensure outputs are aligned to departmental Quality Assurance standards and targets
Adhere to Standard Operating Procedure and departmental templates where relevant
Adherence
Adhere to workforce schedule i.e. start and end time, lunch and body breaks
Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
Perform any ad hoc tasks as and when required
Experience
Minimum 1 year Customer Service / Contact Centre experience
Minimum typing speed of 35 words per minute and 95% accuracy
Qualification
Grade 12 or NQF Level 4
Functional Knowledge and Skills
Experience/knowledge of retail account assistance services advantageous
Strong verbal & written communication skills
High problem solving skills and ability to work under pressure
Ability to show empathy and handle customers sensitively
Ability to be flexible and display strong adaptability skills
Strong interpersonal skills and experience
Time & self-management skills with the ability to multi-task, organise and prioritise
Knowledge of contact centre and customer support functions / services
Should you not receive feedback within 2 weeks of submitting your application, please consider your application as unsuccessful.
