Customer Service Representative

4 days ago

Durban, KwaZulu-Natal, South Africa FIREFLY Full time
Job Description

Job Title: Matriculants

Company: FIREFLY

Job Summary:

We are seeking a highly skilled and experienced Customer Service Representative to join our team at FIREFLY. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, resolving their queries and concerns in a timely and professional manner.

Key Responsibilities:

  • Manage a large number of incoming/outgoing calls: Respond to customer inquiries, resolve their issues, and provide them with accurate and helpful information.
  • Generate red alerts and escalation to higher management: Identify and escalate critical issues to higher management in a timely manner to ensure prompt resolution.
  • Build sustainable relationships and trust with customers: Develop and maintain strong relationships with customers through interactive communication, ensuring their satisfaction and loyalty.
  • Obtain accurate, valid, and complete information: Use the correct tools and resources to gather accurate and complete information from customers.
  • Meet customer team targets: Achieve and exceed customer service targets, ensuring high levels of customer satisfaction.
  • Keep records of customer interactions: Maintain accurate records of customer interactions, including complaints and resolutions.
  • Follow communication procedures, guidelines, and policies: Adhere to established communication procedures, guidelines, and policies to ensure consistency and quality in customer interactions.
  • Handle customer complaints and provide solutions: Respond to customer complaints in a professional and timely manner, providing suitable solutions and alternatives.
  • Follow up and ensure case resolution: Ensure that customer issues are resolved within the agreed-upon time frame, following up with customers to confirm resolution.
  • Go the extra mile to engage with customers: Provide exceptional customer service by going above and beyond to resolve customer complaints and concerns.

Requirements:

  • Matric or higher tertiary qualification: Possess a minimum of a Matric or higher tertiary qualification.
  • Read, Write, and Speak English: Possess excellent written and verbal communication skills in English.
  • Strong phone contact handling skills and active listening: Demonstrate strong phone contact handling skills and active listening abilities.

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