Customer Service Operations Specialist
6 days ago
We are seeking a highly skilled Customer Service Operations Specialist to join our team at Dye & Durham Corporation.
Job DescriptionThe Customer Service Operations Specialist will be responsible for providing exceptional customer service and support to our clients. This includes delivering service and support to end-users using automated call distribution phone software, attending to case management related client tickets, and answering telephone calls.
- Deliver service and support to end-users via remote connection or over the Internet.
- Attend to Case Management related client tickets and answer telephone calls.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer information and determine the issue by evaluating and analysing the symptoms.
- Research required information using available resources.
- Identify and escalate priority issues as per client specifications, following standard procedures.
- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
- Follow up and make scheduled call-backs to customers where necessary.
- Maintain good relationships with clients according to their Service Level Agreement (SLA).
- Update time and notes on internal CRM system.
- 3+ years of experience in a customer service/call centre role.
- Ability to effectively communicate verbally and in writing.
- Knowledge of customer service principles and practices.
- Proper phone etiquette and effective listening skills.
- Multitasking capabilities.
- Proficiency in Microsoft Office, specifically Outlook, Word and Excel.
- Good understanding of computer operating systems, internet and hardware.
- Willingness to cooperate with others and work to the greater good.
R175,000 - R225,000 per annum based on location and experience.
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