Job Description

To record, investigate and resolve Customer issues with the view to improve organizational performance and systems.

DUTIES / KEY RESPONSIBILITIES:

To be accountable and take ownership of Customer concerns, showing empathy, credibility, and confidence Determines eligibility by comparing client information to requirements Handle sensitive situations in a calm constructive manner whilst showing effectiveness in high-pressure situations Highly motivated individual who displays accountability for achieving individual and team goals and objectives Responsible for promoting and enhancing positive customer relationships Processes all calls using professional telephone etiquette Expertly uses CRM to capture calls accurately, confidently navigating screens to search, create, view and update Customer records, controlling the call through to resolution Contributes to the success of the Customer Care Team by working together to build a positive team environment Ability to handle multiple tasks and adjust conversation style depending on nature of incoming call

EDUCATION AND EXPERIENCE

Matric / Grade 12 Good computer skills (MS Outlook, Word) Customer Care / Call Centre certificate would be an advantage Motor industry knowledge an advantage RE & FAIS - added advantage Must have a minimum of 2 - 3 years' services advisory experience within the motor industry Must have a minimum of 2 - 3 years Customer Service experience within a competitive environment

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES:

Must have a strong desire to resolve customer issues Strong problem-solving skills Strong communication skills (verbal and written) - excellent grammar and articulation Must have excellent active listening skills Must also be able to read, speak and understand English (any other languages would be an added advantage) Excellent telephone skills (professional telephone etiquette) and the ability to communicate with enthusiasm and drive Social media experience preferrable Conflict management skills Deadline driven Consumer Protection Act knowledge an advantage Resilience Excellent work ethics Team player Computer literate - Microsoft CRM beneficial Be able to help and resolve all levels of queries and complaints Excellent time management Punctual (attendance will be monitored) Honesty & Reliability Self-disciplined Confident and assertive Ability to deliver under pressure High degree of accuracy and attention to detail required Credit & criminal clear Own or reliable transport * Own and Live up to company values