Job Description

Job Summary:

We are looking for a

bilingual (French & English)

Customer Service Representative who is empathetic, solutions-focused, and a strong communicator. In this role, you will manage, resolve, or escalate a variety of customer queries and complaints in a professional and customer-centric manner. You will liaise with internal and external stakeholders, ensuring timely resolution and maintaining a high level of customer satisfaction.

Key Responsibilities:Customer Query & Complaint Handling

Handle a variety of customer queries and complaints via phone, email, and other channels. Accurately interpret issues, obtain feedback, and provide information aligned with Standard Operating Procedures (SOPs). Resolve or escalate complex queries to management for further attention. Objectively assess and analyse all complaints and determine appropriate resolutions. Maintain a high level of professionalism to ensure a positive customer experience at all times. Complete all administrative duties related to customer queries and implement corrective actions when needed.

Telephonic Testing

Plan, execute, and report on telephonic testing activities to evaluate customer service quality across all subsidiaries. Ensure compliance with service standards and KPIs during assessments.

Service Level Compliance

Resolve customer issues in line with departmental standards and agreed Service Level Agreements (SLAs). Proactively escalate potential crisis or sensitive cases to management in a timely manner. Ensure all interactions are handled efficiently, professionally, and within required turnaround times.

Quality Assurance

Maintain output quality in line with departmental QA standards and KPIs. Follow Standard Operating Procedures (SOPs) and use approved templates when applicable.

Qualifications & Experience:

Minimum:

Matric / Grade 12 or equivalent.

Experience:

At least

2 years

of Customer Service or Contact Centre experience.

Languages:

Fluency in

French and English

(spoken and written) is essential.

Technical Skills:

Proficient in

Microsoft Office 365

(Outlook, Word, Excel, etc.)
Job Type: Full-time

Work Location: In person