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Customer Service Representative

2 months ago

Johannesburg, Gauteng, South Africa Ferva Business Partners Full time

Role Overview

We are seeking a highly skilled and customer-focused Call Centre Agent to join our team at Ferva Business Partners. As a key member of our customer service team, you will be responsible for delivering exceptional service to our clients, addressing their inquiries, and resolving issues in a timely and professional manner.

Key Responsibilities:

  • Customer Interaction:
  • Respond to inbound calls and emails from customers, providing accurate information and assistance in a prompt and professional manner.
  • Make outbound calls to follow up on customer inquiries, resolve issues, or conduct surveys as required.
  • Listen attentively to customer concerns, empathise with their situation, and provide appropriate solutions or escalate issues to the relevant department.

Data Management:

  • Utilise company systems and databases to access customer information, update records, and process orders or requests efficiently.

Product and Service Knowledge:

  • Maintain a high level of product and service knowledge to effectively address customer inquiries and promote upselling or cross-selling opportunities.

Compliance and Quality Assurance:

  • Adhere to company policies and procedures regarding customer interactions, privacy, and confidentiality.
  • Meet or exceed performance targets, including call quality metrics, customer satisfaction ratings, and productivity goals.

Team Collaboration:

  • Collaborate with team members and supervisors to share knowledge, troubleshoot issues, and contribute to continuous improvement initiatives.

Professional Development:

  • Participate in training sessions and ongoing professional development opportunities to enhance skills and knowledge.

Requirements:

  • High school diploma or equivalent; additional education or certification in customer service is a plus.
  • Previous experience in a call centre or customer service role preferred.
  • Excellent verbal and written communication skills, with a clear and professional telephone manner.
  • Strong active listening skills and the ability to empathize with customers' concerns.
  • Proficiency in using computers and navigating multiple software applications simultaneously.
  • Flexibility to work various shifts, including evenings, weekends, and holidays as required.
  • Commitment to providing exceptional customer service and exceeding customer expectations.