Customer Service Agent

3 months ago

Durban, South Africa Pioneer Debt Solutions Full time

**Pioneer Debt Solutions is looking for Customer Service Agents**

Pioneer Group is looking for Customer Service agents at our
debt review, from payment plans, to helping a customer make changes in their
existing expenses and offering them better saving options to ensure they have a
healthy credit.
- Responsibilities:_

**1. Responding to creditor/ Creditor Inquiries**:Answering
chat, social media, or face to face.). Providing accurate and timely information
about products, services, and guidelines of Debt review.Show continuous
improvement.

**2. Issue Resolution**:To achieve first time resolutions in
the team. Identifying and understanding customer/ creditor issues, complaints
or needs (fact finding).Investigating problems and finding appropriate
solutions by always referring to WFPs and guidelines in place. Collaborating with other departments, Team
leaders, supervisor or HOD, to resolve complex issues or interventions.

**3. Customer/ creditor Support**: Guiding customer/ creditors through
the various processes of Debt review, for their better understanding or
satisfaction.Offering step-by-step instructions or explanations when
required.

**4. Maintaining Customer/ creditor Records**:
Documenting customer/ creditor interactions, inquiries, and resolutions in the
various systems in clear English (On the Debt counsellor/ Various systems).
Ensuring accurate and up-to-date customer/ creditor data for future reference.

**5. Customer Satisfaction**: Ensuring a positive customer
experience by providing personalized and empathetic service to all clients or
potential clients. Proactively identifying opportunities to exceed customer/
creditor expectations, by sharing interactions with Team members. Seeking
customer/ creditor feedback and taking necessary actions to address concerns.

**6. Team Collaboration**: Collaborating with colleagues and
other departments to resolve customer/ creditor issues. Sharing knowledge and
best practices with team members and share positivity to promote Teamwork.
Providing feedback and suggestions for process improvements. Perform any/all
duties within the area of responsibility as delegated by the direct manager
from time to time.
- Requirements:_

Matric

Debt review knowledge (advantageous).

Retentions experience (advantageous).

Integrity

Teamwork

Accountability

Proactive

Problem Solving

Zulu Speaking

Excellent communication and interpersonal skills

The ability to work under pressure.

Time management

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