Customer Service Agents Job in Cape Town, Southern Suburbs

Job description

Key performance areas

Provide an exceptional customer experience

Appropriately manage all customer queries
Ensure a polite, friendly, efficient, and professional service is provided at all times
Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests by enhancing customer delight
Handle objections appropriately to ensure that positive results are achieved
Effectively deal with difficult queries and customers, avoiding formal complaints
Improve the customer experience and service delivery by providing excellent customer service

Resolve customer queries effectively and efficiently

Attend to logged customer queries in line with query resolution principles established by the company
Contact customers in order to gain information, provide feedback, and follow through on resolving and tracking their queries
Make contact with internal departments and external parties in order to gain further information or seek solution to customer queries
Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
Improve the customer experience and service delivery by providing excellent verbal and written customer service

Meet operational efficiencies

Upsell product offerings in line with the departments required performance standards
Meet acceptable query type production levels and query resolution ratios
Consistently reach performance targets and standards relating to productivity, adherence, turnaround time, and quality
Always ensure that any outstanding tasks are up to date
Adhere and meet all service level agreements targets
Constantly and proactively communicate ways to improve efficiencies in our performance, procedures and systems
Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks

Adhere to quality standards

Always make sure that the correct information is relayed to customers
Acquire and accurately capture all necessary information
Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
Adhere to policies, procedures and all business standards and requirements

Qualifications and accreditations

Experience and skills

Attributes and behaviours