Job Description

Job description

You are bilingual in English and French, a good listener and you are naturally inclined to empathy.

Your role is to action, resolve or escalate a range of customer queries or complaints in professional and customer centric manner.

You will liaise with the clients and all internal stakeholders in order to assess each complaint to maintain customer satisfaction.

Key Responsibilities

Query Handling

Handle a range of customer queries and/or complaints, Interpret and resolve queries by obtaining feedback and providing and accurate account of service service-related information aligned to the Standard Operating Procedures (SOPs) Escalate relevant queries to Management to ensure resolution Objectively analyse all complaints Provide a professional customer experience and satisfaction at all times Action administrative requirements related to customer complaints accurately and implement corrective actions where needed.

Telephonic testing

You will be responsible for the planning, execution and reporting of telephonic testing to assess all subsidiaries of the Group, to ensure KPIs are enforced and applied throughout.

Service Level

Resolve queries in line with department 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 Procedures and departmental templates where relevant

Experience

Minimum 2-year Customer Service / Contact Centre experience

Skills

Bilingual, FR and EN, good level orally and in writing Office 365 literate Min. Matric or equivalent
Job Type: Full-time

Work Location: In person