Customer Care Agent

We are looking for 4 well spoken, computer literate and customer service orientated individuals for the Customer Service Department within a large organisation.

The main purpose of the role is to maintain a good customer care experience for the business and to ensure that the overall customer care function is administratively supported both pre- and post-sales with the objective of maximising customer service.
The applicant is required to be experience in a similar role (customer services / call centre/ Cellular / GSM experience ) in a service operation and have Microsoft Excel, PowerPoint, Word experience which is critical.

The below duties are a requirement for this role.

Compliance to Processes

Timeous order entry process completion within turn-around times
Sound knowledge of all products and services
Understanding of customer credit vetting management
Credit Limit monitoring
Customer account maintenance

Customer welcome and first bill/change bill sign off

Cancellations

Sound knowledge of the cancellation processes
Customer retention management
Timeous cancellation process completion
Entering the cancellation into the CRM system
Quoting customers on early termination costs

General

Assist with all customer queries that arise
Filing of all required documentation
Monitor data Integrity on all systems and databases
Knowledge on all relevant systems to ensure that the correct decisions are taken and the correct information is fed back to the customer
Effective escalation management
Ad-hoc reporting when required

Training

On-going training required
Individual Development Plan
Internal product and sales training

Operational Processes

Work with existing systems, processes and procedures in such a way that operational efficiencies, performance and customer contact experiences are enhanced
Effectively utilise and open system applications to support work
Ensure that all calls are logged accurately according to call classification system
Identify problem areas and escalate to Line Management as appropriate
Retain customers in line with company retention strategies
Work on Call Centre shifts according to duty roster communicated
Conduct coaching and buddy training as required

Customer Service

Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
Provide input / advice on the best approach / solution to reach the best results to meet customer requirements
Deliver first time right service excellence

Quality Control

Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
Provide input / advice on the best approach / solution to reach the best results to meet customer requirements
Deliver first time right service excellence.

Apply online before 26/06/2015.
Please note that Recruiters may delete or expire jobs at any time.

Job id : , #1533, 26 views,

« Sales Consultant X 8Multichoice (DSTV) Job / Careers & Opportunities, »