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

Skills Required