Key ResponsibilitiesÂ

Query Handling

• Handle a range of customer queries and/or complaints via inbound or outbound communication channels
• Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
• Escalate relevant queries to stakeholders to ensure resolution
• Capture the correct dispositions based on the nature of the query and / or complaint
• Provide a professional customer experience and satisfaction at all times
• Action administrative requirements related to customer account management accurately

Service Level

• Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
• Promptly escalate potential crisis situations to Management
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality AssuranceÂ

• Ensure outputs are aligned to departmental Quality Assurance standards and targets
• Adhere to Standard Operating Procedure and departmental templates where relevant

AdherenceÂ

• Adhere to workforce schedule i.e. start and end time, lunch and body breaks
• Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
• Perform any ad hoc tasks as and when required

Requirements

Experience

• Minimum 1 year Customer Service / Contact Centre experience
• Minimum typing speed of 35 words per minute and 95% accuracy

QualificationÂ

• Grade 12 or NQF Level 4