Customer Service Agent

6 months ago

Randburg, 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 multi-task.
- 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 self-driven and motivated and to demonstrate initiative and a high energy level.

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