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
- 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.
- Convert quotes into 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 KPIs 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 a positive attitude in the face of customer concerns, treating customers fairly and with respect.
- Act as subject matter expert on processes, policies, and internal tools while advocating for the customer experience.
- Follow our Business Code of Conduct and regulatory requirements, always acting with integrity and due diligence.
- Understand customer’s needs and any vulnerabilities the customer may have to ensure each customer receives appropriate assistance in good time 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.
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