Part Time Customer Service Advisor

7 months ago

Cape Town, South Africa Teleperformance South Africa Full time

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines.

Key Responsibilities
- Provides support by answering inbound customer requests or inquiries concerning services, products.
- Research, locate and provide accurate information with a solution-oriented mindset.
- Triage, troubleshoot and resolve known service issues and address routine customer questions.
- Examine and research complex problems and assist customers with appropriate solutions based on existing procedures.
- Demonstrate sensitivity towards customer needs.
- Report in due time to all relevant internal parties (Account Manager, Squad Captain, Deputy Squad Captain, Trainer, Manager on Duty) - any roadblocks / technical issues in delivering the service at the highest standards.
- Continuously look for areas of improvement and communicate trends in customer interactions to leadership as applicable.
- Adapt to different cultural values and pursue improving cultural-specific interpersonal skills.
- Manage cases end-to-end and perform any necessary research to ensure the response time agreed with the Client is met.
- Follow-up and resolve any pending requests.
- Ensure that the Chats per Hour (CPH)/ Tasks per hour (TPH) are in line with the client specific target.
- Ensure that the Activity Rate (AR) is in line with the client specific target.
- Ensure Internal Quality (IQ) and Schedule Adherence are up to par with the account specific targets.
- Research, advise and propose solutions for customers.
- Use own initiative to decide if a problem /query should be forwarded to other departments or escalated.
- Promote a positive image of the organization on all communication channels.
- Create and maintain effective working relationships with colleagues and Client representatives.
- Communicate effectively with key stakeholders across the account and with peers.
- Speak to customers with empathy and understanding of urgency.
- Advocate cultural sensitivity - adapt discourse to suit customer needs.
- Minimum supervision is required but is readily available.
- The activity will be monitored daily to provide real-time information relating to the individual’s performance.
- Weekly one 2 one (F&D) sessions, alongside quality & performance reviews.
- Education
- High School Diploma / Matric
- Advanced level of English B2/C1.
- PC literate.

**Work Experience**
- 1+ years of experience in contact centre in the areas of customer experience, sales, professional services.
- Competencies and Skills required
- Proven excellent communication skills.
- Logical approach - able to deduce and diagnose issues based on mínimal input.
- Must demonstrate strong soft skills and maintain a professional approach under any difficult situation.

**Job Type**: Part-time
Part-time hours: 20-30 per week

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Customer service: 1 year (required)

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