Job Description

Job Purpose

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To provide excellent customer service by handling incoming and outgoing calls efficiently and professionally, resolving customer queries, and ensuring a positive experience that aligns with the company's values and service standards.

Key Responsibilities include, but re not limited to:

Promptly and professionally respond to customer enquiries via telephone. Always ensure that the client queries are resolved within the specified service level. Adhere to scripts, policies, and procedures. Log all interactions accurately into the CRM/ticketing system (e.g. Jira,). Constantly look for opportunities to improve our efficiency and effectiveness and propose changes to your supervisor. Maintain a high level of product and process knowledge. Meet or exceed individual and team performance targets (e.g. First Response Time, Resolution Time, Customer Satisfaction). Escalate unresolved or complex issues to the appropriate department or supervisor. Take ownership of outstanding customer interactions by ensuring that you follow up with any internal/external party that needs to provide feedback. Build rapport with the customers that you support to aid in our customer retention strategy. Keep abreast of any new products or solutions within the Recharger environment as well as changes to existing services so that you can respond appropriately to tickets. Take ownership of deliverables expected from you by making sure that they are delivered on or ahead of time, without the need to be reminded. Monitor and assign tickets logged by customers and ensure that timeous response is provided by constantly following up with the relevant internal or external resources. Assimilate customer feedback and communicate it to the relevant teams for process improvement. Be open to changes in tools for efficiency improvement. Participate in team meetings, training sessions, and feedback discussions.

In order to be considered for the position , the following requirements must be met:

Grade 12 Computer literacy, Outlook and 1-2 years' experience in a Call Centre or customer service role (preferably in a high-volume environment). Experience with ticketing systems and CRM software (e.g. Jira,) is advantageous. Industry-related experience is a plus (e.g., financial services, utilities).

Working Hours

Must be able to work rotational shifts, including evenings, weekends, and public holidays. Shifts are scheduled between (insert time range, e.g., 7am - 11pm) depending on business requirements. Overtime may be required occasionally based on operational needs.

Technical Competencies

:

Computer literacy, Outlook and

Work Behaviours and Attitudes

Customer-focused. High attention to detail and accuracy. Results Good organisational skills. Be able to Strong listening and problem-solving abilities. Good time management and Ability to work under pressure and meet deadlines. Adaptability to changing processes or customer needs. * Good communication skills to foster team collaboration and interpersonal relationships.