Customer Care Agent

3 weeks ago


Johannesburg, South Africa eMedia Investments Full time

As a Customer Care Agent you would be required to respond to, resolve and log all viewer correspondence, monitor transmission, source relevant information, and promote the eMedia brand through excellent customer service.

**Key Performance Area**

**Interpersonal and team relationships**

Team Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives

**Personal development**

Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives.

**Budget Compliance**

Comply with work rules, standards and methods. Take care to minimise waste.

**Correspondence**
- Receiving incoming viewer calls and achieving an average call quality of at least 90%.
- Ad-hoc monitoring of transmission of OVHD channels in order to pro-actively identify and report transmission problems.
- Logging all viewer information on our Customer Relationship Management Software and achieving a logging quality of at least 90%.
- Achieving a response quality of at 85% on written platforms.

**Maintain Customer Relationships**
- Resolving and responding to customer queries, complaints, comments and suggestions.
- Providing advice to callers about Open View related issues.
- Promotion of the e and Open View brand names and loyalty to the channel through excellent service delivery.

**Qualification**:National Senior Certificate

**Experience**: 1 year Customer Service experience

**Language**: English

**Competencies**:
**Computer Literacy**

MS Word

MS Excel

MS PowerPoint

**Behavioural Competencies**

Time management

Self-leadership

Managing relationships

Assertiveness

**Technical Competencies**

Problem solving skills

Planning skills

Organising skills

Decision making skills

Interpersonal skills

Coping under pressure

Conflict handling skills

Persuasiveness

Communication skills



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