The ideal candidate for this role will be responsible to provide an inbound telephonic and electronic digital service to new and existing customers with a view to retaining and generating business by providing outstanding customer service.
The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence.
The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries keeping customer satisfaction at the core of every decision and behaviour.
Position will be based at our offices in Wynberg, Cape Town.
Key Responsibilities
Effectively manage all incoming customer queries on voice and digital.
Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer's experience.
Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
Display empathy when addressing difficult queries and customers by identifying the customer's needs, confirming understanding, and then providing the best possible solution.
Improve the customer experience and service delivery by providing excellent customer service.
Achieve benchmarks and targets related to customer excellence - (customer satisfaction) CSAT, CEI (customer experience), QA (quality assurance).
Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service on voice and digital channels.
Be available to take calls/tickets by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
Proactively exploring ways to improve operational efficiencies.
Focus on First Contact resolution by ensuring the correct information is shared with the customer.
Ensure that compliance requirements are met across all platforms.
Logging and capturing all customer and platform information accurately.
Adhere to internal systems, policies, and procedures.
Behaving professionally towards customers and colleagues.
Upsell product offering to new & existing customers in line with required performance standards and targets.
There may be additional requirements which have not been stipulated above in which case these will be managed in the KPA
About You
Grade 12 / Matric or equivalent.
1 year (minimum) Customer service experience.
1-year (minimum) FreshDesk/FreshChat
1 year (minimum) sales experience.
Effective communication skills (verbal and written)
Experience in Financial Services/Insurance sector
Clear credit and criminal record
Must be computer literate (email, internet, word and excel)
Excellent telephone etiquette and business writing skills
Client-driven / centric attitude
Performance-driven and results-orientated with a relentless drive to succeed
A strong can-do attitude and an energetic positive approach
Exceptional diligence with a thorough approach to work
Excellent listening and interpersonal communication
Conducts themselves in a professional manner
Collaborator but able to work independently
Comfortable working in an agile environment
Has the maturity to take accountability for their outputs
Knowledge sharing using emotional intelligence in an empathetic yet impactful manner
Problem solving ability
Has the ability to approach demanding situations with empathy.