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Customer Engagement Agent (Inbound & Outbound)

Tracker South Africa • Other • Randburg, Gauteng, South Africa • $50 - $200 / year • 13h ago

Listing reference: track_001215

Listing status: Online

Apply by: 20 May 2024

Position summary

Job category: Customer Service

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

Tracker requires the services of a Customer Engagement Agent in the Customer Service department based at Tracker Head Office in Johannesburg.

The incumbent is expected to be a one-stop call resolution employee by answering incoming calls and resolving queries received from Tracker Clients according to the relevant SOP and company standards.
Contribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards.
Accurate capturing of data and updating of client information while speaking with the client.
Ensure that Customer Service standards are maintained in a highly pressurized environment.
Meet targets as per Key Performance Agreement.
Follow up on client’s outstanding queries.
Accurate record keeping of statistics as per stipulated guidelines.
Effective utilization of the post call service rating system.
Ability to interpret the financial system and assist clients with basic financial and legal queries.
Contribute to effective retentions of customers through excellent query resolution. Show tolerance and patience in understanding customer complaints, and ability to positively turnaround the call.
Post installation testing and unit related investigations. First line technical support for Tracker units.
Distribution of Skytrax Service Requests after in-depth investigation and analysis was done on possible cause of problem.
Adherence to schedules as determined on the Telephony system.
Ensuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards.
Assist with any other tasks or duties assigned by the Supervisor as the need arises to ensure exceptional and efficient service within the Customer Service division.

Minimum Requirements

Matric
Minimum of 3-4 years Call Centre experience, of which 1 year dealing with a variety of queries and complaints in Inbound and Outbound.
Tertiary qualification will be an advantage.
Technical, Financial and Credit Control background would be an added advantage.
A passion for customer service and a professional attitude at all times.
Knowledge of Tracker products and systems would be an added advantage.
The ability to cope with a constantly changing and pressurized environment.
The ability to work in an environment where multi-skilling is required.
The incumbent should have excellent interpersonal skills and the ability to pay attention to details.

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