The CSC/Fleet Agent will manage inbound and outbound calls for customer care and fleet services, ensuring a seamless customer experience. The CSC/Fleet Agent will be responsible for resolving customer complaints, answering queries, and ensuring the timely completion of all customer care processes. The role requires effective liaison with customers, dealers, and internal teams to resolve issues and provide top-notch customer service. This role is integral to the companys mission to maintain customer satisfaction and loyalty.
The ideal candidate will be customer-focused, proactive, and capable of managing multiple priorities in a fast-paced environment. Excellent communication skills and problem-solving abilities are essential for success in this role.
Please note: This is an office-based role with normal working hours and may require additional support during peak times.
Qualifications
- Minimum: Minimum Grade 12 or equivalent NQF level 4
- 2 to 3 years of proven experience in a customer-facing role, ideally within a call center environment.
- Experience handling customer complaints, resolving queries, and ensuring timely resolution.
- Exposure to the fleet or automotive industry will be advantageous.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
- Exceptional written and verbal communication skills (English).
- Provide the highest customer service in order to meet and exceed customer satisfaction, within the contractual SLA.
- Make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
- Analyze problems and make recommendations as to root causes and irreversible corrective actions.
- Relay customer quality improvement suggestions for company products and services.
- Support clients new products and provide feedback for development and continuous improvement.
- Promote and advocate quality achievement and performance improvement across the organization.
- Maintain client feedback requests and documentation.
- Troubleshoot issues within the customer service process.
- Compile and manage complaints registers.
- Acts as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is met.
- Engage other departments as needed to resolve issues and complaints.
- Maintain records tracking complaints and escalations.
- Report to the Call Center Operational Team and other Key Divisions QA and Customer Satisfaction metrics.
- Maintains and provides monthly reports on customer satisfaction to both internal and external clients, including customer surveys and feedback.
- Other duties as assigned by the Head of the Department or other company Executives.
- Share successes and foster an atmosphere of success and achievement.
- Examining Information: Analyses and processes information very effectively when solving problems. Very curios and good at asking probing questions.
- Following Procedures: Extremely rule following, procedural and risk averse.
- Providing Insights: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition.
- Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
- Checking Things: Very thorough and even perfectionistic, ensures that things are done properly, delivering high quality work with great attention to detail.
- Showing Composure: Remains calm and does not get anxious before or during important events. Works well under pressure.
- Resolving Conflict: Quick to resolve disagreements, effective at calming upset people and copes well with people who are upset
- Producing Output: Works at a fast pace, works well when busy and copes well with multi-tasking.
- Meeting Timescales: Conscientious about meeting deadlines, highly punctual and high unlikely to leave things unfinished.
- Upholding Standards: Uphold the highest standards and honour agreed commitments. Is discreet and maintains confidentiality.
Job Category: Call Centre
Job Type: Full Time
Job Location: Johannesburg
