Job Ref #: TFS-639
Industry: Call Centre
Job Type: Permanent
Salary: Market Related
Job Description:
We are looking for a dedicated customer service professional to handle customer queries and complaints through inbound and outbound communication channels. The ideal candidate will provide accurate information, resolve issues efficiently, and ensure a positive customer experience.
Key Responsibilities:
Query Handling:
- Handle customer queries and complaints via inbound and outbound communication channels.
- Provide accurate account, product, and service-related information according to Standard Operating Procedures (SOPs).
- Escalate unresolved queries to appropriate stakeholders to ensure timely resolutions.
- Correctly document customer interactions and dispositions based on the nature of queries or complaints.
- Ensure a professional and customer-centric experience at all times.
- Complete administrative tasks related to customer account management accurately.
Service Level:
- Resolve customer queries in line with departmental Service Level Agreements (SLAs) and SOPs.
- Escalate potential crisis situations to management when needed.
- Act efficiently and professionally to ensure a positive customer experience.
Quality Assurance:
- Ensure all outputs align with departmental Quality Assurance standards and targets.
- Adhere to Standard Operating Procedures and use departmental templates where applicable.
Adherence:
- Comply with workforce scheduling, including start and end times, lunch, and breaks.
- Follow all company policies and procedures (e.g., Absence Management Policy, House Rules, and Disciplinary Policy).
- Perform any ad hoc tasks as required.
Requirements:
Experience:
- Minimum 1 year of Customer Service or Contact Centre experience.
- Ability to type at a minimum speed of 35 words per minute with 95% accuracy.
Qualifications:
- Grade 12 or NQF Level 4.
Functional Knowledge and Skills:
- Experience or knowledge of retail account assistance services is advantageous.
- Strong verbal and written communication skills.
- High problem-solving ability and the capacity to work under pressure.
- Ability to show empathy and handle sensitive customer interactions.
- Adaptability and flexibility in handling diverse customer situations.
- Strong interpersonal skills with prior experience in customer service roles.
- Excellent time management, self-management, and multi-tasking abilities.
- Knowledge of contact center operations and customer support functions.
Should you not receive feedback within 2 weeks of submitting your application, please consider your application as unsuccessful.
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