Job Description

To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner.

Key Responsibilities

Query Handling

Handle a range of customer queries and/or complaints via inbound or outbound communication channels Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs) Escalate relevant queries to stakeholders to ensure resolution Capture the correct dispositions based on the nature of the query and / or complaint Provide a professional customer experience and satisfaction at all times Action administrative requirements related to customer account management accurately

Service Level

Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs) Promptly escalate potential crisis situations to Management Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance

Ensure outputs are aligned to departmental Quality Assurance standards and targets Adhere to Standard Operating Procedure and departmental templates where relevant

Adherence

Adhere to workforce schedule i.e. start and end time, lunch and body breaks Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy Perform any ad hoc tasks as and when required

Experience

Minimum 1 year Customer Service / Contact Centre experience Minimum typing speed of 35 words per minute and 95% accuracy

Qualification

Grade 12 or NQF Level 4

Functional Knowledge and Skills

Experience/knowledge of retail account assistance services advantageous Strong verbal & written communication skills High problem solving skills and ability to work under pressure Ability to show empathy and handle customers sensitively Ability to be flexible and display strong adaptability skills Strong interpersonal skills and experience Time & self-management skills with the ability to multi-task, organise and prioritise Knowledge of contact centre and customer support functions / services

Should you not receive feedback within 2 weeks of submitting your application, please consider your application as unsuccessful.