Job Description

Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.

Job title: Customer Service Advisor

:

Servicing our clients customers via email, webchat and voice through knowing just the right questions to ask to obtain relevant information and assist you in processing their information.

You will be meticulously checking facts and asking questions that will enable you to weigh up information and accurately capture client information.

You'll enjoy taking personal responsibility for your own workload, continually reorganizing and prioritizing to ensure our customers get the best service possible.

Your strong work ethic and even stronger customer focus will help to put yourself in our customer's shoes.

Full training will be provided.

• Handling incoming telephone calls, chats & emails
• Ability to sell, up sell, cross sell, and identify and offer alternative items for customers.
• First contact resolution
• Effective stakeholder management through following of the correct escalation or transfer processes.
• Manage the contact efficiently while maintaining a global standard of quality.
• Strive to meet and exceed customer experience whilst managing productivity and performance goals.
• Participate in all scheduled training and coaching sessions at pre-announced times.
• Fully cooperate with all monitoring and coaching activities to improve personal skills and performance results.

Minimum Requirements:

• Grade 12 Qualification
• 12 months consecutive Domestic (Local) Contact Center experience.
• 9 months consecutive International BPO experience
• Working in a retail campaign will be advantageous.
• Clear ITC record
• Clear Criminal record

Location: Cape Town

, South Africa

Time Type: Full time

Contract Type: Fixed Term (Fixed Term)

Capita