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.

Skills Required