Customer Service Representative

3 weeks ago


Durban, KwaZulu-Natal, South Africa FIREFLY Full time

**Customer Service Role at FIREFLY**

We are seeking a highly skilled Matriculants Customer Service Representative to join our team at FIREFLY. As a key member of our customer service team, you will play a vital role in delivering exceptional customer experiences.

Key Responsibilities:

  • Manage a large number of incoming/outgoing calls in a timely and efficient manner.
  • Generate red alerts and escalate to higher management within a reasonable time frame.
  • Build sustainable relationships and trust with customers through interactive communication.
  • Obtain accurate, valid, and complete information using the correct tools supplied.
  • Meet customer team targets.
  • Keep records of customer interactions, process customer complaints, and file documents.
  • Follow communication procedures, guidelines, and policies set by the Company.
  • Handle customer complaints and provide appropriate solutions and alternatives within the time limits.
  • Follow up and ensure the case is resolved within the time frame.

Requirements:

  • Matric or higher tertiary qualification.
  • Read, Write, and Speak English.
  • Strong phone contact handling skills and active listening.


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