Customer Service Agents - FinChoice
HomeChoice Holdings Limited
Southern Suburbs (Cape) ZA
12d ago

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
  • Closing date for applications

    Requirements

    Qualifications & Accreditations

  • Grade 12 / Matric or Equivalent qualification
  • Experience & Skills

  • Minimum of 1 year Customer Service experience within a Contact Centre
  • Effective communication skills (verbal and written)
  • Must be able to work shifts, weekends and public holidays
  • Clear credit and criminal record
  • Must be computer literate (email, internet, word and excel)
  • Excellent telephone etiquette
  • Attributes & Behaviours

  • Customer focused / centric attitude
  • Performance-driven and results-orientated with a relentless drive to succeed
  • A strong can-do attitude and an energetic positive approach
  • Exceptional attention to detail with a thorough approach to work
  • Excellent listening and interpersonal communication
  • Team player but able to work independently
  • Work Level Skilled Type Permanent Salary Market Related EE Position No

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