We are seeking a dedicated Customer Services Agent to support a new project with a new client. You will be responsible for providing first class customer service telephony and email support to customers, using empathy, strong listening and communications skills to answer questions about the products and processes relating to the client, specifically complaints. High levels of engagement are required and there is potential to receive additional training for more complex tasks as the project develops.
What you'll be doing:
Handling inbound calls and emails from customers with professionalism and empathy
Completing complaint logging, data reconciliation and call taking (in-time) activities
Providing clear, helpful information on complaint processes and general enquiries
Keeping customers informed about complaint progress
Meeting personal and team performance targets
Growing your skills - with potential for further training on more complex queries
What we're looking for:
Previous experience in a customer-focused environment.
Working in a financial service environment - Imperative
Excellent communication and active listening skills.
High attention to detail and accuracy.
Resilience, adaptability, and a team-player attitude.
Basic knowledge of CRM systems - or a willingness to learn!
Minimum Job Requirements
National Senior Certificate (Grade 12)/Matric
Clear Credit and Criminal record
Clear HR Records
1- 2 years' experience in Customer Service International Campaign role
Proven experience in the insurance space/FSP Campaign
Proven track record of high performance
Excellent command and use of English, both written and Verbal
Attention to detail.
Strong analytical and numeric skills
Required Skills
Experience in a customer centric environment and having some relevant recent telephony experience.
Deliver high levels of accuracy and consistent quality
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Goal-oriented with a drive to succeed in a competitive environment.
Familiarity with CRM software and complaints management tools preferred although not essential as full training will be provided
Persistent and resilient attitude towards rejection and challenges.
Ability to work under pressure and meet tight deadlines.