ROLE SUMMARY The Customer Service Agent is accountable for customer vehicle breakdowns and is required to understand his/her role as a brand ambassador by providing positive brand experiences to all customers.
They will receive and record customer car breakdowns and be responsible for linking the dealership technician with the customer. Furthermore, the agent will be responsible to follow up to ensure the customer was assisted as well as following up on the repair of the vehicle.
Due to the nature of this position, the agent must be able to work shifts as this is a 24-hour call centre.
QUALIFICATIONS Minimum Grade 12 or equivalent NQF level 4 EXPERIENCE Minimum of 2 years related work experience in a Customer Service / Customer Care role or environment SKILLS & KNOWLEDGE General knowledge of industry practices, standards, and concepts within related operations or fields of work. Proficient in Microsoft Office (Word, PowerPoint, Excel, and Outlook). RESPONSIBILITIES OPERATIONAL Provide the highest customer service in order to meet and exceed customer satisfaction, within the contractual SLA. Ensure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution. Analyze problems and make recommendations as to root causes and irreversible corrective actions. Relay customer quality improvement suggestions for company products and services. Support clients' new products and provide feedback for development and continuous improvement. Promote and advocate quality achievement and performance improvement across the organization. Maintain client feedback requests and documentation. Troubleshoot issues within the customer service process. Compile and manage complaints registers. Act as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is met. Engage other departments as needed to resolve issues and complaints. Maintain records tracking complaints and escalations. Report to the Call Center Operational Team and other Key Divisions QA and Customer Satisfaction metrics. Maintain and provide monthly reports on customer satisfaction to both internal and external clients, including customer surveys and feedback. Other duties as assigned by the Head of the Department or other company Executives. Share successes and foster an atmosphere of success and achievement. COMPETENCIES Documenting Facts - Writes fluently when documenting facts; understands arguments logically; focuses on finding facts. Convincing People - Is comfortable having to persuade others; shapes opinions by being outspoken; seeks to negotiate with others. Showing Composure - Stays calm and relaxed during events; is not worried and tolerates stress levels; is composed in dealing with pressure. Thinking Positively - Is optimistic and positive; recovers easily from setbacks and obstructions; is jovial and projects cheerfulness. Meeting Timescales - Is target focused and meets deadlines; is punctual and keeps scheduling; is reliable in finishing tasks. Upholding Standards - Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity. Interacting with People - Is lively and projects enthusiasm; is talkative in making contact; is focused on interacting and networking with people. Team Working - Works participatively with others; is democratic and encourages team contributions; collaboratively involves others in decision-making. Following Procedures - Conforms and adheres to rules; closely follows instructions and procedures; minimizes risks by sticking to processes. Producing Output - Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output.
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