Customer Service Consultant

7 months ago

Southern Suburbs, South Africa Homechoice Full time

**Purpose of the role**

**Key Performance Areas**

**Delivering Customer Excellence**
- Effectively manage all incoming customer queries on voice and digital.
- Provide an empathetic, engaging, respectful, friendly, and professional service to enhance the customer’s experience.
- Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
- Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
- Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible solution.
- Improve the customer experience and service delivery by providing excellent customer service.
- Achieve benchmarks and targets related to customer excellence - (customer satisfaction) CSAT, CEI (customer experience), QA (quality assurance).

**Achieving productivity measures**
- Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales, and customer service on voice and digital channels.
- Be available to take calls/tickets by avoiding unnecessary time spent in after-call activities or breaks in order to provide agreed service levels.
- Administer policies in an organized and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to
- Proactively exploring ways to improve operational efficiencies.

**Meeting quality and conduct standards**
- Focus on First Contact resolution by ensuring the correct information is shared with the customer.
- Ensure that compliance requirements are met across all platforms.
- Logging and capturing all customer and platform information accurately.
- Adhere to internal systems, policies, and procedures.
- Behaving professionally towards customers and colleagues.

**Generate revenue**
- Upsell product offerings to new & existing customers in line with required performance standards and target

**Qualifications & Accreditations**

Grade 12 / Matric or Equivalent

**Experience & Skills**

**Attributes & Behaviours**
- Customer focused / centric attitude
- Performance-driven and results-orientated with a relentless drive to succeed
- A strong can-do attitude and an energetic positive approach
- Understanding of financial transactions
- Exceptional attention to detail with a thorough approach to work
- Excellent listening and interpersonal communication
- Team player but able to work independently

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