Job Description

Overview:

Dealing effectively with inbound calls regarding a range of products and transactions is what's involved here. A real chance to make the

most of your excellent customer service skills. You'll spend each day identifying and fulfilling a variety of needs, including bringing on

board new customers, retaining existing ones and cross-selling at every opportunity. In short, you'll provide a high-quality service and

prove that nothing is too much trouble.

Qualifications:

Education and Specific Training

Work Experience

Matric or NQF Level 4 (preferred) Minimum 6- 12 months of experience working with a Customer service/Sales process - essential Superior oral and written communication, presentation, and interpersonal skills. - preferred

Responsibilities:

Guide customers to issue resolution via phone, email, and chat channels



Converting quotes in to sales focusing on customer retention and exceptional service at all times Problem-solve customer challenges and educate them on additional features or use cases for the

product/service



Advocate for customers, taking ownership of the resolution journey Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and

quickly execute decisions



Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly Demonstrate strong business and strategic acumen to balance both the customer and business goals Respond to product inquiries and answer questions ensuring the product matches the customers' needs Become a product expert and understand each customer's needs to provide real, effective solutions based

on customers' needs and deliver exceptional customer service



Uphold processes and policies in support of organizational goals Execute against organizational SLAs for customer care Contribute proportionately to the team's achievement of all KPI's as set by the Team Leader Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our

customers are fulfilled



Balance rapidly shifting priorities through multitasking and flexibility Maintain positive attitude in the face of customer concerns, trea?ng customers fairly and with respect Act as subject matter expert on processes, policies, and internal tools while advocating for the customer

experience



Following our Business Code of Conduct and regulatory requirements and always acting with integrity and

due diligence



Understanding customer's needs and, or, any vulnerabili?es the customer may have to ensure each

customer receives appropriate assistance in good ?me to ensure the customer is not disadvantaged

Additional duties and responsibilities may be assigned based on the ever-evolving service and support our

customers require.