OverviewDealing effectively with inbound calls regarding a range of products and transactions is what's involved here.
A real chance to make the most of your excellent customer service skills.
You'll spend each day identifying and fulfilling a variety of needs, including bringing on board new customers, retaining existing ones, and cross-selling at every opportunity.
In short, you'll provide a high-quality service and prove that nothing is too much trouble.
QualificationsMatric or NQF Level 4 (preferred)Minimum 6-12 months of experience working with a Customer service/Sales process - essentialSuperior oral and written communication, presentation, and interpersonal skills - preferredResponsibilitiesGuide customers to issue resolution via phone, email, and chat channels.Convert quotes into sales focusing on customer retention and exceptional service at all times.Problem-solve customer challenges and educate them on additional features or use cases for the product/service.Advocate for customers, taking ownership of the resolution journey.Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and quickly execute decisions.Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly.Demonstrate strong business and strategic acumen to balance both the customer and business goals.Respond to product inquiries and answer questions ensuring the product matches the customers' needs.Become a product expert and understand each customer's needs to provide real, effective solutions based on customers' needs and deliver exceptional customer service.Uphold processes and policies in support of organizational goals.Execute against organizational SLAs for customer care.Contribute proportionately to the team's achievement of all KPIs as set by the Team Leader.Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our customers are fulfilled.Balance rapidly shifting priorities through multitasking and flexibility.Maintain a positive attitude in the face of customer concerns, treating customers fairly and with respect.Act as subject matter expert on processes, policies, and internal tools while advocating for the customer experience.Follow our Business Code of Conduct and regulatory requirements, always acting with integrity and due diligence.Understand customer's needs and any vulnerabilities the customer may have to ensure each customer receives appropriate assistance in good time to ensure the customer is not disadvantaged.Additional duties and responsibilities may be assigned based on the ever-evolving service and support our customers require.
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