Client Service Representative
4 weeks ago
As a Client Contact Centre Agent at Gijima Holdings HR, you will serve as the primary point of contact for our user community, handling incidents and service requests in a timely and efficient manner. Your excellent communication skills and ability to build rapport with customers will be essential in resolving issues and providing a positive experience.
Key Responsibilities
• Serve as a Single Point of Contact (SPOC) for the user community to log incidents and service requests
• Perform initial diagnosis and attempt First Call Resolution or dispatch to Resolver Groups
• Provide individual/one-to-one communication with customers/users
• Assign/re-assign service calls to incident handling staff
• Produce management information
• Answer and complete calls within the required SL requirements
• Perform (on-demand) Customer Satisfaction Surveys (Outbound)
Requirements
• Excellent communication skills and the ability to build rapport with customers
• Afrikaans speaking is advantageous
• Ability to work well in a team
• Resilience/Fortitude
• Problem Solving
• Attention to detail
• Customer orientation
• Conscientious
Technical Requirements
• CompTIA A+ (International)
• Microsoft Certified Desktop Support Technician (MCDST)
• ITIL v4 Foundation Certification
Education
• Grade 12 or equivalent certificate
• NQF 5- Systems support
• Certificate in IT or Call Centres would be an advantage
• Diploma in IT and/or Business would be an advantage
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