Customer Service Training
FAIS qualification preferred
Skills and Experience : -
At least one (1) years experience in a Call Centre environment.
Excellent Afrikaans and English communication and writing skills.
Excellent data entry and typing skills.
Manage large amounts of inbound calls in a timely manner.
Demonstrate a high level of customer service at all times.
Adaptable : fast learner and shows a positive response to change.
Attention to detail and accuracy.
Ability to handle the pressure of difficult clients - always remain calm, friendly, courteous, polite, professional and willing to assist.
Takes ownership and responsibility of daily interaction with all clients.
Resilient : must be able to work under constant measurement and pressure.
Ability to work within a team.
Knowledge of customer service principles and practices.
Customer focus and adaptability to different personality types.
Ability to multi-task, set priorities and manage time effectively
Advanced computer skills.
Reporting to : -
Call Centre Team Leader
Scope of Responsibility : -
Answer telephone calls; verify information to service providers and members.
Determine eligibility by comparing client information to requirements.
Inform service providers and clients by explaining procedures and protocols.
Answer questions / queries telephonically and provide brochure information by e-mail / facsimile.
Identify customers needs, clarify information, research every issue and provide solutions and / or alternatives.
Maintain and improve quality results by adhering to standards and guidelines, recommending improvements.
Update job knowledge by studying new product descriptions as needed.
Provide product and service information to customers.
Research, identify, and resolve customer complaints using applicable software and product information provided.
Document all call information according to standard operating procedures.
Recognise, document and alert the management team of trends in customer calls.
Follow up customer calls where necessary.
Any other duties as assigned by the company from time to time.
Changes : -
The company reserves the right to change this job description at its sole discretion from time to time.