Customer Service Representative

4 weeks ago

Cape Town, Western Cape, South Africa WNS Global Services Full time

Job Summary (Description of the role / position)

Be required to proactively contact customers both by telephone and in writing. This will require both inbound and outbound calling most of which will involve telephone dialer activity. Be required to work to agreed quality standards and within agreed timescales. Be responsible for proactively developing and maintaining your specialist industry business and system knowledge. Be responsible for managing complaints and ensuring the compliance of these. Need to liaise with both internal and external colleagues throughout the business and externally with customers. Have knowledge of debt collection techniques and be able to demonstrate excellent negotiation and communication skills. Work with your customers to reduce debt in a timely manner to meet agreed targets. This will involve dealing with customers queries and internal queries within agreed SLAs. Part of the role will be to mitigate any risk to our client and take necessary escalation action as appropriate. Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customers records and proactively collect appropriate information.

Primary Job Duties & Responsibilities

  1. Assess individual customer and agent situations to provide quotes, policy inquiries and changes, billing questions, and technical support.
  2. Review and resolve policy cancellations, reinstatements, and service-related complaints.
  3. Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
  4. Deescalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
  5. Use judgement when identifying new business opportunities driven by customer or agent requests.
  6. Track and document customer account interactions.
  7. Other duties as assigned.

Job Specific Technical Skills & Competencies

  1. Excellent communication skills with the ability to actively listen and empathize.
  2. Ability to leverage math and analytical skills to assist with billing inquiries.
  3. Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers needs and concerns.
  4. Some college coursework or work experience preferred.
  5. Prior customer service and/or call center experience a plus.

Qualifications : Matric

Additional Information :

US Working Hours

Monday to Sunday Rotational Shifts

Must have 18 Months plus Contact Centre / Customer Service Experience

Remote Work : Employment Type :

Key Skills

  1. Typing
  2. Data Entry
  3. Customer Service
  4. Basic Math
  5. Computer Skills
  6. Windows
  7. Banking
  8. Upselling
  9. Pricing
  10. Sanitation
  11. Cash Handling
  12. Stocking
#J-18808-Ljbffr

  • Customer Experience Representative

    1 week ago

    Cape Town, Western Cape, South Africa Digital Customer Care Company BV Full time

    As a Customer Experience Representative at Digital Customer Care Company BV, you will play a crucial role in delivering exceptional support to our clients' customers. Our company is a leading provider of digital customer care services, and we are looking for talented individuals who can help us maintain our high standards.Job OverviewWe are seeking a highly...

  • Customer Service Representative

    6 days ago

    Cape Town, Western Cape, South Africa MCI Full time

    Job OverviewMCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.We are seeking highly motivated and dedicated individuals to support...

  • Customer Service Representative

    1 day ago

    Cape Town, Western Cape, South Africa beBee Careers Full time

    Job DescriptionWe are seeking a skilled Customer Service Representative to join our team. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers via phone, email, and online chat.Your primary responsibilities will include:Responding to customer inquiries in French and English with a high level...

  • Customer Service Representative

    6 days ago

    Cape Town, Western Cape, South Africa Mass Markets Full time

    At Mass Markets, we're looking for a skilled Customer Service Representative to join our team. In this role, you'll be the face of our company, interacting with customers through phone, email, or chat to provide exceptional service and support.About the Role:This is a full-time position that requires excellent communication and problem-solving skills. As a...

  • Customer Service Representative

    3 days ago

    Cape Town, Western Cape, South Africa beBee Careers Full time

    Job Title: Customer Service RepresentativeWe are seeking a highly skilled Customer Service Representative to join our team. As a key member of our contact centre, you will be responsible for providing exceptional customer service in a fast-paced call centre environment.Your primary focus will be on addressing customer inquiries accurately and efficiently...

  • Customer Service Representative

    45 minutes ago

    Cape Town, Western Cape, South Africa beBee Careers Full time

    We are seeking highly motivated and dedicated customer service representatives to join our team. As a customer service representative, you will be responsible for handling inbound and outbound contacts in a courteous, timely, and professional manner.Key Responsibilities:Listen to customers, understand their needs, and resolve customer issuesUtilize systems...

  • Customer Service Representative

    2 weeks ago

    Cape Town, Western Cape, South Africa Digicape Apple Premium Reseller Full time

    We are seeking a highly skilled Customer Service Representative to join our team at Digicape Apple Premium Reseller. As a Customer Service Representative, you will be responsible for providing exceptional customer service, communicating effectively with clients, and resolving any issues that may arise. Your primary goal will be to build strong relationships...

  • Customer Service Representative

    1 week ago

    Cape Town, Western Cape, South Africa Status Staffing Full time

    Status Staffing is seeking a highly skilled Customer Service Representative to join our team in Durbanville. In this role, you will be responsible for providing exceptional customer service to our clients, answering and directing their calls, and responding to their inquiries in a timely and professional manner.About the Role:This is an exciting opportunity...

  • Customer Service Representative

    3 hours ago

    Cape Town, Western Cape, South Africa beBee Careers Full time

    Job Title: Customer Service RepresentativeWe are seeking a highly motivated and skilled individual to join our team as a customer service representative. This role is ideal for someone who is passionate about delivering exceptional customer experiences and is looking for a challenging and rewarding career opportunity.This position will involve providing...

  • Customer Service Representative

    2 weeks ago

    Cape Town, Western Cape, South Africa Clicks Group Limited Full time

    About the RoleWe are looking for a skilled Customer Service Representative who can provide an exceptional customer experience and contribute to the success of our retail business. As a Customer Service Representative, you will be responsible for delivering excellent customer service and promoting our products and services.Key Responsibilities:To deliver...