Customer Service Advisor

6 months ago


Durban, South Africa KURA SA Full time

**PURPOSE OF JOB**

To contact customers and provide telecommunication services. To deal with complains and handle queries.

**KEY RESPONSIBILITIES**
- Promptly respond to customers in an enthusiastic, courteous and efficient manner, using advanced communication skills to control a call, listen and target the objective of the individual customer.
- Efficiently complete customer requests and provide accurate information, always ensuring the highest level of customer care is provided.
- Handle and manage customer complaints from start to resolution, ensuring the customer is at the forefront of all you do.
- Obtains client information by answering telephone calls; interviewing clients; verifying information.
- Follow up on customer calls and provide feedback where necessary.
- Upsell products and services when applicable.
- Maintain efficiency and productivity by meeting and exceeding daily targets and monthly targets.
- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
- Ensure data accuracy by following verification procedures such as repeating and confirming the necessary customer information (DPA)
- Accurate dispositioning of calls
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
- Maintains communication equipment by reporting problems.
- Positive engagement with Team Leader and colleagues.
- Problem solving skills.
- Understand escalation process.
- Attention to detail.
- Knowledge in billing
- Good investigation skills
- Ability to handle complaints.
- Excellent verbal & written communication skills
- Ability to multi-task & multi process

**EDUCATION AND QUALIFICATIONS**
- Minimum **6 months experience **within an International Customer Service environment (within a contact centre)
- In addition to this - previous experience within a **Debt Collection environment** is needed.
- Experience with debt collection, managing complains and objection handling.

**SKILLS, KNOWLEDGE AND CAPABILITY**

**Essential (General)**
- **Detail orientation**: You pay attention to detail in order to produce high quality output, no matter what the pressures
- **Flexibility**: You remain adaptable and flexible in the face of unfamiliar or changing situations
- **Enthusiasm**: You demonstrate passion and energy when communicating goals, beliefs, interests or ideas
- **Initiative**: You take independent action to make things happen and achieve goals
- Positive attitude to work
- Professional
- Presentable in appearance
- Ability to listen to understand
- Friendly and polite
- Approachable
- Self-driven

**Essential (Call centre related competencies)**:

- High typing speed and accuracy
- Strong computer literacy and ability to navigate multiple systems
- Ability and flexibility to work rotational shifts and weekends.

**Job Type**: Permanent

**Salary**: R6,000.00 - R7,000.00 per month

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)



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