Job Description

Job Summary:
To deal with customer queries and complaints, record all data relating to the queries, and ensure effective feedback to the customer from the respective client.
Key Responsibilities and Deliverables:
Effective administration

• Adhere to and enforce company policies relating to but not limited to Devices, Time & Attendance.

Customer handling

• Deal with all queries relating to: Business Units, Build relationships with Field Staff as well as Operations Teams
• Answer promptly (3rd ring)
• Use hold procedure effectively
• Listen carefully Question to confirm
• Pronounce words clearly/no via's
• End calls with a positive and friendly tone

Client service

• Provide feedback to clients pertaining to Attendance and or KPI Compliance
• Follow instructions from the client on how to address the query or answer the escalated enquiry
• Ensure excellent customer service on behalf of the client

Effective teamwork and self-management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate ability to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs
• Manage own career development by staying abreast of any technical and industry changes

Experience

• Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential

Qualifications

• Grade 12 on the job training (In-house)

Knowledge, Skills & Abilities

• Proficient administrative skills
• Professional telecommunication etiquette
• Client-centric approach
• Active and empathetic listening skills
• Results driven
• Conflict handling
• Cultivating and strengthening brand identity
• Attention to detail
• Dedication to ongoing learning and advancement
• Resilience and composure under pressure