Job Purpose: To handle general customer queries in a manner that limits reputational damage, meets the needs of the customer and is in line with the company strategic direction, operational policies and regulatory requirements
Key Responsivities: Resolve and handle customer enquiries telephonically. Log all customer interactions on relevant internal system to assist effective case resolutions and to meet compliance and legal requirements. Respond to customer interactions/submissions within set guidelines and service level agreements in order to provide a consistent service that the customer expects. Escalate administration requests for further resolution where necessary. Proactively identify and escalate customers with overdue payments that are vulnerable or in hardship, in line with company procedures, to ensure they are handled fairly, transparently and with forbearance . Acknowledge and resolve customer complaints at the first point of contact in line with company policy and where possible prevent complaints from escalating. Escalate complaints, issues and problems to the Team Manager and/or Supervisor or relevant channel to achieve the best possible outcome for the customer and the business in line with company policy and process. Proactively identify and escalate potentially fraudulent accounts so that they can be investigated appropriately in accordance with company process
Skills & Competencies Required: Experience in a Customer Service Call Centre is essential (+3 years minimum as seasoned Multi-function and or escalation agent – Preference within the international market)
Matric essential (Maths advantageous). Excellent verbal, written communication and comprehension skills. Excellent listening skills. Proven Excellence in telephone, email & chat manner. Excellent customer service skills. Attention to detail and accuracy. Ability to manage own workload and Multifunction. Confident, enthusiastic, Empathetic and Innovative. A patient and professional manner. A respect for private and confidential information. Pro-active approach to process improvement. PC Literacy using MS Outlook, plus excellent keyboard skills. Ability to work a flexible schedule in a 365-day call centre (Rotating shifts)
Available immediately. Must meet ALL the above criteria.
Submit a full detailed CV with working history from time done with studies to date to current: michelle@jobcrystal.co.za
