Customer Care Agent

SUMMARY:
The role: Our Customer Care Agents take pride in providing the best customer service support by handling external customer queries and concerns with the highest degree of courtesy and professionalism, to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

POSITION INFO:

The detail:

Query Resolution

• Enhance the overall customer experience and ensure customer satisfaction and turnaround time on queries.
• To take inbound calls from customers regarding sales, product queries and complaints and to assist the customers with every request.
• Offer solutions with the objective of retaining customers, and initiate corrective action as needed.

Reporting

• Provide accurate feedback from issues arising from inbound calls ensuring first call resolution within service level agreements.
• Support Team Leaders with various daily reports to networks.
• Analyse data and report on trends and anomalies within each segment of the business unit.

Escalations

• Liaise with service providers, networks, ICASA and 3rd parties around escalated queries to ensure all queries are resolved within the agreed time frames.

Are you this person?

• Do you have a matric qualification?
• Do you have a minimum of 2-years customer care experience within an inbound call centres or customer care environment?
• Great listener, and even greater communicator – does this sound like you? 
• Are you all about the detail in administration?
• Do you know your way around MS. Excel and Word?

NB! This job is now closed. You can apply for other jobs by uploading your CV.