Customer Care Representative

1 month ago

Cape Town, Western Cape, South Africa mPower People Solutions Full time

Important Notice: Only candidates fluent or native in the Xitsonga language will be considered for this position.

Role Overview

The primary aim of this position is to recognize and comprehend customer requirements, providing exceptional service to enhance business profitability while ensuring fair treatment of all clients. The role involves direct communication with customers through an inbound line, addressing general inquiries related to contracts and transactions.

Reporting Structure

This position reports to the Team Leader.

Key Responsibilities

  • Respond to incoming calls and assist customers with their requests.
  • Deliver detailed information regarding products and services.
  • Investigate, analyze, and resolve customer concerns utilizing the internal operating system.
  • Maintain accurate call logs and reports.
  • Support distressed customers and escalate issues to senior agents or the team leader when necessary.
  • Ensure personal productivity and adherence to quality standards at all times.
  • Perform daily administrative tasks and accurately input required information into various CRM systems.
  • Comply with and promote company policies and procedures.
  • Review and take action on customer cases as necessary.
  • Monitor Average Handling Time to meet established standards.
  • Adhere to work schedules and manage workflow effectively.
  • Ensure compliance with Service Level Agreements (SLA) and complete cases within agreed timelines.
  • Maintain customer service quality in accordance with established standards and business processes.
  • Ensure full compliance with business processes, legislation, and standard operating procedures.
  • Minimize financial risk by avoiding agent errors and unauthorized actions.

Qualifications and Experience

· At least 1 year of experience in an inbound call center environment.

· Proven customer service experience.

· Administrative experience is preferred.

· Experience in the healthcare, insurance, financial, or administrative sectors, along with knowledge of relevant legislation, is highly advantageous.

Educational Requirements

· Grade 12 qualification is essential.

· Formal qualifications in Call Center operations are advantageous.

· Proficiency in MS Office Suite applications is required.

Compensation: R9500 per month

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