Customer Care Inbound/Updales Agent

🗏Job Type

Full Time

Key Performance Areas/Key Responsible Areas

Determine the quality of the clients experience

Monitor quality of customer care agents, member interactions

Measure Customer Care Agents Skills i.e. follow scripts, product knowledge, sales and service ability, diction, listening, etiquette, and efficiency.

Contribute to the implementation of quality assurance processes

Identify potential risks

Contribute to action plans

Monitor the progress of the agents

Demonstrate excellent product knowledge.

Perform investigations and ad-hoc projects

Score and complete scorecards for Customer Care Agents daily

Remain current with all processes and procedures

Communicate findings regularly with Supervisor

Recommend improvement opportunities

Prepare, generate and distribute reports, daily

Check that TCF, and other such statutory requirements are met

Any other reasonable requirements expected from management


Required Qualifications

Matric


Required Experience

1 year customer care experience


Required Knowledge and Skills

Customer Care Knowledge

Knowledge of Customer care processes

Knowledge of Customer care auditing concepts and principles

Demonstrable auditing skills

Excellent reporting skills

Good interpersonal skills

Excellent listening skills

Good computer skills

Good organisational skills

Exceptional monitoring skills

Demonstrable data gathering and analysis skills


Desired attributes

Able to prioritise

Patient

Self motivated

Flexible

Attention to detail

Empathetic

Analytical

Performance orientated

Honest, hardworking and humble


Apply Here http://bit.ly/2JP9DNV

Job id : , #74450, 60 views,

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