Customer Services Agent
7 days ago
To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner.
**Key Responsibilities**
**Query Handling**
- Handle a range of customer queries and/or complaints via inbound or outbound communication channels
- Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
- Escalate relevant queries to stakeholders to ensure resolution
- Capture the correct dispositions based on the nature of the query and / or complaint
- Provide a professional customer experience and satisfaction at all times
- Action administrative requirements related to customer account management accurately
**Service Level**
- Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
- Promptly escalate potential crisis situations to Management
- Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
**Quality Assurance**
- Ensure outputs are aligned to departmental Quality Assurance standards and targets
- Adhere to Standard Operating Procedure and departmental templates where relevant
**Adherence**
- Adhere to workforce schedule i.e. start and end time, lunch and body breaks
- Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
- Perform any ad hoc tasks as and when required
**Experience**
- Minimum 1 year Customer Service / Contact Centre experience
- Minimum typing speed of 35 words per minute and 95% accuracy
**Qualification**
- Grade 12 or NQF Level 4
**Functional Knowledge and Skills**
- Experience/knowledge of retail account assistance services advantageous
- Strong verbal & written communication skills
- High problem solving skills and ability to work under pressure
- Ability to show empathy and handle customers sensitively
- Ability to be flexible and display strong adaptability skills
- Strong interpersonal skills and experience
- Time & self-management skills with the ability to multi-task, organise and prioritise
- Knowledge of contact centre and customer support functions / services
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