Customer Services Agent

Found in: beBee S ZA - 3 weeks ago

Western Cape Cape Town, South Africa SPARK Schools Full time
SPARK Schools’s job vacancy, Career and Recruitment

Job title : Customer Services Agent – SPARK Blue Downs – Western Cape – 2024 jobs in Western Cape

Job Location : Western Cape, Cape Town

Deadline : May 08, 2024

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Requirements

Responsibilities:

Actively engage all leads (Expressions of Interest) received within the required service levels to ensure the team achieves specified conversion ratios. Contact potential clients and sell SPARK products with focus on filling our Schools Network to 100% capacity. Answer inbound calls from customers, existing parents, academic staff and school operations staff with regards to all their queries and administrative requirements. Deal with and resolve all unsolicited queries and complaints pertaining to SPARK Schools and engage with different stakeholders to resolve these within the agreed Service level Agreements. Update information on the customer service system and other relevant platforms used in fulfilling the required tasks. Provide quality customer engagement and service for every request for relevant information and clearly communicate with customers, existing parents, academic staff and school operations staff. Provide differentiated services based on the needs of the customer, parent, academic staff and school operations staff. Effectively diagnose customer needs via phone, webchat, email and other available omni-channels. Work closely with the Marketing Team to immediately resolve service delivery failures via social media and other channels once diagnosed. Be a strong brand ambassador who can deliver exceptional service to customers, parents, academic staff and school operations staff. Deliver memorable positive experiences for every prospective parent and stakeholder. Accurately and confidently handle all customer, parent, academic staff and school operations staff enquiries using effective communication, active listening and problem-solving skills. Act as a subject matter expert on all enrollment and accounts related processes and procedures. Be customer-focused and strive to convert first call resolution results. Pro-actively defuse problems or issues and provide feedback to the respective teams impacted or affected. Champion enhanced customer satisfaction levels, loyalty, advocacy and positive word of mouth. Evaluate the effectiveness of our customer service and suggest continuous process improvements and system enhancements to ensure customer satisfaction exceeds expected service levels and that sales targets are reached. Collaborate with school leaders and office managers to ensure that all information is transmitted to school sites as per the agreed policies and procedures. Participate in and drive own/personal professional development. Conduct self in a professional manner at all SPARK events and with all stakeholders. Promote the vision and mission of SPARK Schools to staff, scholars, families, and the greater community. Actively participate in School Open Days. Ad-hoc activities and tasks as agreed from time to time.

Qualifications:

The ideal candidate will possess the following qualifications:

Matric (Essential). Customer Experience or Sales Certification/Training (Essential) Undergraduate Degree / Diploma (Preferred)

Experience:

At least 2 years demonstrable experience meeting and exceeding sales targets At least 2 years in a customer-centric contact center and/or customer-facing environment At least 2 years in a tele sales and/or sales operational environment

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