VODACOM-POSTPAID CALL CENTRE CONSULTANT

OVERALL PURPOSE OF JOB:

The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct stakeholders.

MAIN RESPONSIBILITIES/TASKS:

• Answering inbound calls timeously.
• Be professional and polite at all times.
• Listening attentively to customer queries.
• Responding to customer queries accurately.
• Ensure that quality standards are met.
• Familiarize oneself with products and procedures.
• Providing relevant information to ensure First Call Resolution.
• Effectively resolve queries.
• Escalating faults that cannot be concluded on first contact.
• Ensuring that customer details are captured accurately.
• Perform any ad hoc tasks as and when required.

Job Specific Requirements / Knowledge Requirements

• Communication skills
• Interpersonal skills
• Analytical skills  
• Team player
• Negotiating skills  
• Presentation skills
• Integrity 
• Writing skills
• Customer orientation
• Proactive and professional

System Specification

• MS Office and Excel
• Numerical ability

COMPETENCIES:

• Quality orientation
• Customer focus
• Ability to build customer loyalty
• Conflict management
• Excellent communication skills
• High level of professionalism and an understanding ethical conduct.

KNOWLEDGE, SKILLS AND EDUCATION:

• Grade 12
• Excellent Communication written skills in English
• Serious and passionate about customer service and working in a customer service industry