Customer Service Agent

2 weeks ago

Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001130

Listing status:
Online

Position summary:

Industry:
IT & Internet
Job category:Call Centre and Telesales
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:No
Introduction:
Tracker requires the Services of the Customer Service Agents in the TRM Department based in Head Office.

Job description:

Primary Responsibilities:

***- To assist with all Customer Care & Special Projects as required (e.g., data capturing, verification, lead fulfillment, tele sales, queries and complaints etc.).

  • To handle all inbound and outbound calls related to Customer Care & Special Projects.
  • To provide assistance/information to dealers / customers relating to:
  • Ø Warranty and service plan queries;
- Ø Marketing-related queries;
- Ø Customer care queries;
- Ø General product queries;
- Ø General service-related queries.

  • To remain abreast of the latest products, launches, campaigns, etc. at all times.
  • To maintain a high level of telephone etiquette at all times.
  • To log all information on the relevant software programme.
  • To ensure a high standard of detailed information regarding information logged.
  • To maintain a high level of accuracy at all times.
  • To follow up with customers and all other involved parties timeously.
  • To ensure customer satisfaction at all times, as far as possible, relating to the issue at hand.
  • To liaise with the relevant specialists in situations where specialised information is required in order to assist customers.
  • To refer escalated cases to the Account Manager and/or Supervisor for decision making, when required.
  • To be proactive regarding the handling of Customer Care & Special Projects.
  • To ensure the timeous resolution of cases, queries, verifications, sales, etc.
  • To liaise/mediate with the relevant Motor Manufacturers and/or Dealers and/or other Companies on behalf of customers, when required.
  • To reach a quality rating of 85% for case management and 85% for call quality, as per the SLA.
  • To ensure that not more than 3% of calls are abandoned, as per the SLA.
  • To ensure that all SLA contractual obligations are met.
  • To reach a productivity level of 85%.
  • To plan and prioritise tasks on hand.
  • To assist with any ad hoc duties as requested by the Account Manager and/or Supervisor.
  • To adhere to all Company / client policies, procedures and processes.
  • To uphold the image and credibility of the Company / client.
  • To provide a staffing solution to the Client.

Challengers:

  • To obtain as much product and technical knowledge as possible in order to effectively liaise with customers.
  • To have a thorough knowledge of the call centre and motor industries.
  • To build and maintain solid relationships across all areas of the business which will assist in being successful in the specified areas of work.
  • To remain abreast of all new developments within the organisation and the motor industry.

Minimum requirements:

Qualifications & Experience:

  • A minimum of Matric (Grade 12).
  • Two year's in
- and outbound call centre experience.

  • Motor industry experience.
  • Customer service experience.

Competencies:

  • Knowledge and understanding of the motor and communications industries.
  • A high level of knowledge relating to products and processes within the organisation.
  • A high level of telephone etiquette in both English and Afrikaans.
  • Highly developed interpersonal skills.
  • Cognitive and behavioural skills regarding problem solving, reasoning, creativity, flexibility and the insight into the uniqueness of all individuals.
  • Consistency and perseverance.
  • The ability to engage in accelerated learning integrity.
  • A high level of facilitation skills and the ability to multitask.
  • The ability to function at various levels within the business/organisation.
  • Excellent communication, listening and writing skills.
  • Excellent conversation skills and the ability to mix/socialise with people easily.
  • The ability to pay attention to detail.
  • Assertiveness and negotiation skills.
  • Leadership qualities/skills and empathy skills.
  • Computer literacy and a high typing speed.
  • The desire for customer satisfaction.
  • The ability to handle difficult customers.
  • The ability to handle high levels of stress and to demonstrate a sense of urgency, without supervision.
  • The ability to operate independently as well as a team player.
  • To be selfdriven and motivated and to demonstrate initiative and a high energy level.

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