Client Service Representative

5 days ago

Cape Town, Western Cape, South Africa Capita Full time

Position Overview

Role: Client Service Representative

Objective of the Role

As a vital member of a dedicated and skilled team, you will engage with clients to discern their unique requirements while providing an exceptional level of service that enhances the business's profitability. Your commitment to fair treatment of clients and the continuous delivery of service excellence will be paramount.

In this position, you will manage customer interactions by addressing product or service inquiries. This includes clarifying client concerns, identifying the root cause of issues, selecting and articulating the most effective solutions, facilitating corrections or adjustments, and following up to ensure resolution. Your focus will be on troubleshooting technical issues, providing general support, and suggesting new products and services as appropriate.

Professional Qualifications

Educational Background:

Completion of Grade 12 (Matric)

Experience:

Prior experience in customer service 6-12 months in a customer service call center or 12 months in high-end retail

Collaborative Relationships

Internal Connections:

Operations/functional teams

External Connections:

Clients of M&S

Key Responsibilities

Delivering outstanding customer service with a focus on meeting individual client needs. Recognizing vulnerable clients and modifying your approach to provide additional support as necessary. Managing escalated client inquiries with empathy and integrity, ensuring accurate documentation. Addressing a diverse range of inquiries through telephonic communication. Performing any additional duties as required in line with the scope of this role. Handling client inquiries and maintaining high-quality service throughout. Utilizing your product knowledge to proactively resolve issues and provide answers. Meeting tight deadlines to ensure timely responses to all inquiries and achieving daily service delivery targets. Complying with data protection and confidentiality regulations.

Essential Competencies

Required Skills:

Strong proficiency in written and verbal English communication. Time Management: The ability to efficiently balance multiple tasks. Active Listening: Effectively understanding client inquiries. Capability to manage complex issues. Problem Solving: Quick thinking and resourcefulness are essential. Communication Skills: Clear and concise expression. Adaptability: The ability to adjust to various client personalities and situations. Customer-Centric Mindset: Prioritizing the client's needs is fundamental. Moderate to advanced computer skills and proficiency in system navigation.

About Capita

Capita is a prominent player in the high-end retail sector in the UK, offering various lines of business including voice, email, web chat, and RCS, which focuses on soft sales and upselling. Our clientele consists of discerning customers who are willing to invest in quality service.

The operational hours align with UK time, and flexibility in shift patterns is essential due to operational demands.

Benefits

Competitive salary package. Shift allowances. Bonuses for weekend work. Monthly performance bonuses of up to 20% of base salary. Complimentary transport for evening shifts post 7 PM. Opportunities for career advancement within the call center. Comprehensive training programs in a collaborative environment. Accredited training programs to support career development across various subjects. Eligibility for the Employee Share Scheme Trust after 24 months of service. Participation in the scholarship program after 24 months of service.

Next Steps

If you are interested in this opportunity, please proceed with the application process to provide us with more information about your qualifications. Ensure your CV is updated and highlights your relevant experience.

Important Information

Shortlisted candidates will undergo assessments relevant to the role's requirements.

Capita South Africa adheres to the principles of the Employment Equity Act, prioritizing candidates in line with the business's equity targets.

Please attach your most recent CV that reflects the criteria outlined in this description.

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