Customer Service Representative

2 months ago

Cape Town, Western Cape, South Africa mPower People Solutions Full time
About the Role

We are seeking a highly skilled and multilingual Customer Service Representative to join our team at mPower People Solutions. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients via inbound calls, ensuring that their needs are met and exceeded.

Key Responsibilities:

  • Respond to customer inquiries and resolve issues in a timely and professional manner
  • Provide product and service information to customers, ensuring that they are fully informed and satisfied
  • Identify and research customer issues, using our in-house operating system to resolve problems efficiently
  • Complete call logs and reports, ensuring that all necessary information is accurately captured
  • Assist irate customers and escalate issues to senior agents or team leaders as needed
  • Maintain high productivity levels and quality standards, adhering to company policies and practices
  • Perform daily administrative functions, accurately capturing required information in our CRM systems
  • Ensure that cases are reviewed and actioned, adhering to Service Level Agreements (SLAs)
  • Monitor Average Handling Time (AHT) and occupancy, ensuring that work flow is maintained
  • Adhere to company policies, legislation, and standard operating procedures
  • Manage zero financial risk, ensuring that agent errors and authorizations are minimized

Requirements:

  • Minimum of 1 year's experience in an inbound call center environment
  • Customer service experience, with a focus on providing exceptional service
  • Administration experience, with proficiency in MS Office Suite applications
  • Experience in the healthcare, insurance, financial, or administration industry, with knowledge of relevant legislative environments (desirable)
  • Grade 12 qualification (essential)
  • Formal call center qualifications (advantageous)

What We Offer:

A competitive salary of R9500 per month, plus the opportunity to work with a dynamic and growing company like mPower People Solutions.

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