Client Service Representative

4 weeks ago


Vanderbijlpark, Gauteng, South Africa Gijima Holdings Full time
Job Summary

We are seeking a highly skilled and customer-focused Client Service Representative to join our team at Gijima Holdings. As a key member of our Client Contact Centre, you will be responsible for providing exceptional service to our clients, resolving technical issues, and ensuring a positive experience for all interactions.

Key Responsibilities
  • Serve as a Single Point of Contact (SPOC) for clients 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 clients/users
  • Assign/re-assign service calls to incident handling staff
  • Produce management information
  • Answer and complete calls within the required SLA requirements
  • Perform customer satisfaction surveys and follow up on feedback
  • Data Entry Speed & Accuracy
  • Processing customer information and data quickly & Accurately
  • Problem Solving
  • Be intellectually capable to resolve complex issues
  • Deal well with complex and unfamiliar information received
  • Solve problems effectively with compassion
  • Readily learn and apply new information and skills on the job
  • Customer Focus
  • Be dedicated to meeting the needs and expectations of clients
  • Effectively elicit first-hand client information and use it to resolve their queries
  • Act with the clients' requirements in mind
  • Process Enhancements
  • Identify and communicate process failures along with suggested improvements
  • Contribute to the Solutions Database
  • Team Development and Support
  • Actively participate in enhancing the Productivity of the team
Requirements
  • Formal 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
  • Experience: 1 - 2 years experience in IT Call Centre Environment
  • Technical/Legal Certification: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), ITIL v3 Foundation Certification, Apple Certification (advantageous)
  • Competencies: Excellent communication skills, ability to build rapport with clients, problem-solving, attention to detail, customer orientation, conscientiousness
What We Offer

We offer a dynamic and supportive work environment, opportunities for growth and development, and a competitive salary and benefits package.



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