Client Support Specialist

5 days ago

Cape Town, Western Cape, South Africa Capita Full time

Position Overview

Role: Client Support Specialist

Objective of the Role

As a vital member of a dedicated and skilled team, you will engage with clients to discern their specific requirements while providing an exceptional customer service experience. Your efforts will contribute to enhancing the business's profitability, ensuring a commitment to fair treatment of our clients, and maintaining a continuous standard of service excellence.

Key Responsibilities

  • Resolve client inquiries by clarifying issues, identifying the root cause, and selecting the most effective solution to address the concern.
  • Follow up to ensure that all issues are resolved satisfactorily.
  • Focus on troubleshooting technical issues, providing general support, and recommending new products and services as appropriate.
  • Deliver outstanding customer service with a strong emphasis on meeting individual client needs.
  • Recognize vulnerable clients and adjust your approach to provide additional support when necessary.
  • Handle escalated inquiries with empathy and integrity, ensuring accurate documentation.
  • Manage a diverse range of queries through various communication channels.
  • Perform any other duties that align with the responsibilities of this role.
  • Utilize your product knowledge to proactively address questions and resolve issues.
  • Work efficiently under tight deadlines to ensure timely responses to all inquiries and meet daily service delivery targets.
  • Adhere to data protection and confidentiality regulations.

Professional Requirements

  • Education: Completion of Grade 12 (Matric).
  • Experience: Previous experience in customer service, ideally within a call center or high-end retail environment for 6-12 months.

Essential Skills

  • Proficient in written and verbal communication in English.
  • Strong time management skills to balance multiple tasks effectively.
  • Active listening skills to understand client inquiries thoroughly.
  • Able to handle complex issues with resourcefulness.
  • Excellent problem-solving abilities and quick thinking.
  • Clear and concise communication skills.
  • Adaptability to different client personalities and situations.
  • Customer-centric mindset, prioritizing client satisfaction.
  • Moderate to advanced computer skills and proficiency in system navigation.

About Capita

Capita is a leading service provider in the UK, operating across various sectors including voice, email, web chat, and soft sales. We cater to a discerning clientele who expect a high level of service and are willing to invest in quality.

Working Hours

The role requires flexibility in working hours, including weekends and public holidays, to meet operational needs.

Benefits

  • Competitive salary package.
  • Shift allowances and bonuses for weekend work.
  • Performance bonuses based on monthly achievements.
  • Transportation provided for evening shifts.
  • Opportunities for career advancement within the organization.
  • Comprehensive training programs in a collaborative environment.
  • Access to an employee share scheme after a specified tenure.
  • Eligibility for scholarship programs after a specified tenure.

Next Steps

We encourage you to submit your application to learn more about this opportunity and how you can contribute to our team.

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