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