Customer Services Agent

Job description

To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner. Key Responsibilities Query Handling • Handle a range of customer queries and/or complaints via inbound or outbound communication channels • Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs) • Escalate relevant queries to stakeholders to ensure resolution • Capture the correct dispositions based on the nature of the query and / or complaint • Provide a professional customer experience and satisfaction at all times • Action administrative requirements related to customer account management accurately Service Level • Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs) • Promptly escalate potential crisis situations to Management • Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience Quality Assurance • Ensure outputs are aligned to departmental Quality Assurance standards and targets • Adhere to Standard Operating Procedure and departmental templates where relevant Adherence • Adhere to workforce schedule i.e. start and end time, lunch and body breaks • Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy • Perform any ad hoc tasks as and when required

Requirements

• Experience
• Minimum 1 year Customer Service / Contact Centre experience
• Minimum typing speed of 35 words per minute and 95% accuracy
• Qaulification
• Grade 12 or NQF Level 4
• Functional Knowledge and Skills
• Experience/knowledge of retail account assistance services advantageous
• Strong verbal & written communication skills
• High problem solving skills and ability to work under pressure
• Ability to show empathy and handle customers sensitively
• Ability to be flexible and display strong adaptability skills
• Strong interpersonal skills and experience
• Time & self-management skills with the ability to multi-task, organise and prioritise
• Knowledge of contact centre and customer support functions / services

Responsibilities

• Handle a range of customer queries and/or complaints via inbound or outbound communication channels
• Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
• Escalate relevant queries to stakeholders to ensure resolution
• Capture the correct dispositions based on the nature of the query and / or complaint
• Provide a professional customer experience and satisfaction at all times
• Action administrative requirements related to customer account management accurately
• Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
• Promptly escalate potential crisis situations to Management
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
• Ensure outputs are aligned to departmental Quality Assurance standards and targets
• Adhere to Standard Operating Procedure and departmental templates where relevant
• Adhere to workforce schedule i.e. start and end time, lunch and body breaks
• Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
• Perform any ad hoc tasks as and when required

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