Junior Agent: Customer Agent

4 hours ago

Pretoria, South Africa City Property Full time

**Job Purpose** To assist and relieve agents in the various customer service positions assisting prospective and existing customers as well as visitors, ensuring that all standards are met, driving customer loyalty, and serving as brand ambassador for the organization.

**Manage contact as received in person and via various channels as per the CRM system**:
1. Maintain the agreed-on service levels for all communication channels managed outside of, and in the CRM environment.
2. Maintain the agreed-on handling time for contacts received in the CRM.
3. Correct completion of customer information and clear explanation of complaints and enquiries in person and on the CRM, where required.
4. Operate the company switchboard.

1. Ensure that forms are accurately completed by the legal tenant.
2. Accurate verification of details on various systems.
3. Clearly explain processes, terms, and conditions to the customer.
4. Update notes on MDA.
5. Attach relevant documentation.

**Access Control/Biometric registrations**:
1. Register tenants and occupants on the biometric system following the agreed-on processes.
2. Issue access tags to tenants and occupants as per the agreed-on process.
3. Update occupancy registrations on the biometric system where required.

**Queuing Management System (Only PTA agents)**:
1. Maintain agreed-on service levels for the Queuing management system for all queues.

**Deliver customer satisfaction**:
2. Knowledge of the business to assist tenant or prospective tenant with enquiry submitted in person or via any of the communication channels, with correct information.
3. Deal with irate customers professionally and calmly.
4. Ensure effective telephone communication.
5. Transfer calls, take messages, and handle call backs in an effective manner.
6. Increase customers understanding of procedures.
7. Control telephone calls effectively.
8. Ensure clear communication between Departments and customers to increase customer satisfaction.
9. Build positive relationships with customers in person or over the various communication channels.
10. Ensure that service delivery is continuously improved in ways that meet the needs of the customer.

**Working conditions**:
Office Based.

**Qualifications & Experience**:
1. Matric qualification required.
2. 1 - 2 years’ customer service experience is required.

**Skills & Knowledge Required**:
1. MS Office Skills required
a. MS Word - Basic
b. MS Excel - Basic
c. MS Outlook - Basic
2. Good data entry and typing skills required.
3. Proficiency in English language required.
4. Basic knowledge of MDA preferred.
5. Basic knowledge in Freshdesk preferred.
6. Knowledge of City Property business processes is preferred.
7. Knowledge of customer service principles and practices preferred.
8. Knowledge of reception telephony and technology.

**Personal **Attributes**:
1. **Problem solving **- find solutions when emotions are involved.
2. **Flexibility **- adapting emotions, thoughts and behaviors.
3. **Stress tolerance - **coping with stressful situation.
4. **Interpersonal relationships** - building mutually satisfying relationships.
5. **Empathy** - understanding & appreciating how others feel.
6. **Independence** - be self-directed and free from emotional dependency.
7. **Assertiveness **- communicating feelings and beliefs; being non-offensive.
8. **Social** **confidence** - be self-assured and at ease with people in all types of social situations.
9. **Persuasion** - negotiating, selling, influencing and attempting to persuade people or trying to change the point of view of others.
10. **Multitasking** - dealing with several activities at a time, enjoy being given new tasks before they have finished another.
11. **Teamwork** - cooperation with others, good-natured attitude and encouraging people.
12. **Persistence** - sticking with tasks, not giving up, dislike leaving things unfinished.
13. **Rule** **following** - adhere to rules and strictly follow work regulations.
14. **Attention to detail** - focus on details, strive for perfection and be well organized.
15. **Analytical** **thinking** - like solving complex problems, carefully analyze information and use logic to address issues and problems.
16. **Pleasant and Polite**:

- A receptionist needs to be pleasant and polite. She should smile and ask clients, co-workers or supervisors how she can assist them and then comply in a pleasant manner. A receptionist must be polite and respectful in her communication with clients. This should a default personality, not one she has to work on to demonstrate this attribute. Even if a client is rude or insensitive, the receptionist works through the situation with a positive attitude to resolve the client's issue.
17. **Good Listening Skills**:

- Taking the time to listen is essential, listening closely as clients are talking so they can be efficient in solving their problems or answering their questions. Through that we she can connect visitors and clients with the right

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