Customer Contact Centre Agent x5

Description

• Act as the first contact point for customers, resolving customer enquiries in line with the agreed standards and procedures of the Customer Contact Centre
• To be clear and polite to customers at all times, accurately evaluating the nature of their enquiry and determining the appropriate action to take, ensuring that information and advice given is factually correct

Duties

• Execution of Customer Strategy:
• Exceed performance targets around Customer Satisfaction and team productivity
• Proactively manage customer issues and act as an escalation point
• Responsible for the execution of the service plan for the unit
• Responsible for effective and efficient service administration
• Responsible for the management of client relationships by ensuring that clients are handled in a professional manner
• Assist Retail with sales campaigns and reaching potential targets
• Client Service Delivery:
• Responsible for the management of client relationships by ensuring that clients are handled in a professional manner
• Provide correct information to clients in order to address their specific needs
• Administration:
• Responsible for completing call logs and reports timeously as outlined in the service level agreement
• To document all call information according to standard operating procedures
• Sales:
• Responsible for upselling products and services from time to time as determined by Retail

Requisites

• Experience/ Knowledge & Skills:
• 2-3 Years General banking/sales and service experience
• Customer Contact Center Experience
• Qualification:
• Grade 12 with 25 points
• Additional Requirements:
• Must be willing to work shifts
• Must be multilingual (Setswana and Afrikaans added advantage)
• Core Competencies:
• Analysing and Interpreting
• Planning and organising
• Communicating
• Adapting and Coping
• Enterprising and Performing
• Delivering to Customer Expectations
• Interacting and presenting

Notes

• Only shortlisted applicants will be contacted