Executives-Customer Care Voice-Inbound

1 week ago

South Africa EXL Full time R150 000 - R250 000 per year
Description

We pride ourselves on fantastic customer satisfaction and quality of service, so attention to detail when following processes is important. We want people who can both empathise with and engage customers, listening to their issues and helping to resolve their query, whilst looking to increase customer satisfaction, reduce customer complaints by giving back good feedback and diagnostics around the root cause of the problem.

Responsibilities
  • Agents who operate with the highest integrity, adhering to financial regulations and industry standards to always ensure compliance.
  • Excellent listening, questioning, and written communication skills, with strong attention to detail in spelling, punctuation, and grammar. 
  • Ability to break down complex issues and communicate them clearly in simple, easy-to-understand language.
  • Having empathy with people in difficult situations.
  • Working in a lively, fast-paced ever evolving set up.
  • Having an eye for the little details and inputting them into our systems accurately.
  • Identifying problems and finding solutions to them.
  • Maintaining a positive attitude and a great manner.
  • Delivering excellent service while remaining calm under pressure.
  • Comfortable with learning new technologies, tools and processes as they evolve.
Qualifications
  • English language proficiency
  • Previous international Voice experience
  • Good Computer navigation skills
  • Should be familiar with MS Office 
  • Possesses necessary knowledge of business concepts to effectively perform the job
  • Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
  • Commits to achieving specific objectives and takes ownership for accomplishing them.
  • Responsible for handling high volumes of transactions.
  • Effectively balances quality, timeliness and productivity standards
  • Self-discipline
  • Result orientation 
  • Adaptability 
  • Listening and comprehension skills 
  • Questioning and Reasoning Skills
  • Customer Service focus and telephone etiquette
  • Ability to multi task, prioritize and manage daily work activities

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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