Customer Relations Specialist

1 month ago


Cape Town, Western Cape, South Africa mPower People Solutions Full time
Job Description:

Primary Role:

The primary objective of this role is to provide exceptional customer service by identifying and understanding customer needs, increasing the profitability of the business while remaining committed to treating customers fairly.

Key Responsibilities:

  1. Customer Interaction: Answer calls, respond to customer requests, and provide product and service information
  2. Issue Resolution: Identify, research, and resolve customer issues using the in-house operating system
  3. Reporting and Productivity: Complete call logs and reports, maintain productivity levels, and ensure quality standards are met
  4. Administrative Tasks: Perform daily administrative functions, accurately capturing required information to CRM systems
  5. Escalation and Compliance: Escalate irate members when required, adhere to company policies, and ensure full compliance to business processes, legislation, and standard operating procedures

Critical Skills and Competencies:

  1. Excellent Communication: Excellent verbal and written communication skills
  2. Solution-Driven: Ability to provide solutions to customer inquiries
  3. Problem-Solving and Accuracy: Excellent problem-solving and accuracy skills
  4. Independence and Adaptability: Self-starter, motivated, takes initiative, and can work independently in a dynamic environment

Experience and Education:

  • Minimum Requirements: Minimum of 6-12 months inbound call centre experience, customer service experience, and administration experience
  • Desirable Requirements: Experience in healthcare, insurance, financial, or administration industry and knowledge of relevant legislative environment

Language and Education:

  • Language: Fluent in English and a 2nd official South African language (Ndebele, Tsonga, Venda, Swati)
  • Education: Grade 12 and formal Call Centre Qualifications

Salary: R9500 Basic only



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