Executive-Voice-Customer Service

4 days ago

Cape Town, Western Cape, South Africa EXL Full time R120 000 - R180 000 per year
Description

Demonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer's energy account back on track

  • Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics
  • Fully assess the customers circumstances and ability to pay while demonstrating empathy were applicable
  • Utilize all services and support that BG and our 3rd parties can offer to deliver the right outcome for the customer
  • Take ownership of customer issues and work hard to find solutions
  • You'll need to be adaptable switching between inbound or outbound customers depending on business needs
  • Ensure all tasks are completed to a high standard with attention to detail
  • Any other tasks as deemed required by their Line Manager 
  • Ensure that the calls are handled as per Desktop procedures
  • Ensure that the assigned targets in accordance with SLA and any internal standards are met
  • Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
  • Maintain and provide the relevant process reports in a timely manner
  • Ensure adherence to established attendance schedules

    Minimum Requirements:
  • SA Citizen
  • Grade 12 (Mandatory)
  • 6 months call centre experience
  • Soft skills & Telecommunications Experience (Advantageous)
  • Computer Literacy (MS Office, Social Media, Online, Navigation)
  • Good articulation of the English language (Spoken and Written) 
Qualifications

Matric

6 months call centre experience

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets

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