Customer Service Representative (Randburg)
BLUE LABEL TELECOMS
Gauteng, South Africa
12d ago

Job Purpose

The Customer Service Representative is responsible for the provision of an omni-channel service to customers or potential customers and other stakeholders to respond to their queries and requests, to provide information and documentation, handle complaints and trouble shoot problems.

Key Responsibility Areas

Outputs and Accountabilities

Customer Support

  • Be available to answer inbound interactions through all channels (telephone, email, social media) within the required service level agreements.
  • Ensure all calls are dealt with using the professional Blue Label guidelines Obtain / confirm callers name at the beginning of the call Answer all customer calls professionally Ensure all customers receive a reference number

  • Ensure Customer information is validated or updated on the CRM
  • Ensure all data input into logging tickets is 100% accurate
  • Research required information using available resources to answer customer queries
  • Provide first level support, assistance, information and resolution. Ensure information / solutions to customers is resolved in order to close tickets.
  • Transfer ticket to the correct person / team if escalation is required

  • Provide second level support when required.
  • Provide all necessary information to back office teams to facilitate quick resolution of queries.
  • Service Levels, Performance and Training

  • Manage service level performance against defined targets set with Team Leader
  • Meet or exceed quality expectations
  • Attend meetings as required
  • Actively seek and accept constructive feedback
  • Ensure training is completed and understood on all Blue Label systems and products.
  • Take responsibility for keeping up to date on all changes in Blue label systems, processes and products.
  • Adhere to all the company’s policies and procedures.
  • Customer Service Management

  • Reduce the number of complaints relating to customer service
  • Display a passion for customer service, customer satisfaction and commitment to meeting and exceeding customer expectations
  • Treat customers with professionalism at all times
  • Display a strong service orientation in dealing with other staff members and customers
  • Requirements of the Job Experience

  • At least 1-2 years’ experience in a call centre environment
  • Demonstrated experience in managing and resolving queries in a call centre
  • Proven experience in superior time management
  • Competencies / Behaviour

  • Display a passion for customer service, customer satisfaction and exceeding customer expectations.
  • Demonstrate initiative in follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
  • Show commitment to team work and a willingness to go the extra mile to achieve team objectives.
  • Behavioural attributes

  • Motivated to invest in self-development and career development to enhance customer orientation skills and build a career with Blue Label
  • Strong communication skills with superior listening skills
  • Special conditions or requirements of the Job

  • The successful incumbent will need to have or quickly grow their knowledge of Blue Label systems, policies and procedures
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