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
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.
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