- Demonstrate a strong customer focus that enables us to arrive at fair outcomes for the customer for any query, complaint or request raised, resulting in great customer experience and feedback
- Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics
- Liaise with other department for resolution to customer accounts, End-to-end customer experience from case creation to resolution
- Keen Eye for Detail and Process-Driven Mindset
- Strong Administrative Skills and Record-Keeping Capabilities
- Timely completion of tasks and effective case handling
- Enables clearer and more accurate communication of timeframes to customers
- Emphasises continuous learning and process improvement for efficient task execution
- Expands product knowledge to support dynamic business needs
- Utilise all services and support that the client and our 3rd parties can offer to deliver the right outcome for the customer
- Any other tasks as deemed required by their Line Manager
- Ensure that the calls are handled as per Desktop procedure
- Ensure that the assigned targets in accordance with SLA and any internal standards are met
- Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
- Maintain and provide the relevant process reports in a timely manner
- Ensure adherence to established attendance schedules
:
- SA Citizen
- Grade 12 (Mandatory)
- 6 months call centre experience / 6 months customer service experience
- Soft skills & Telecommunications Experience (Advantageous)
- Computer Literacy (MS Office, Social Media, Online, Navigation)
- Good articulation of the English language (Spoken and Written)
