- Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries.
- Achieve high call quality, meet compliance standards whilst delivering against agreed customer service performance metrics
- You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
- Any other tasks as deemed required by their Line Manager
- Ensure that the calls are handled as per Desktop procedures
- Ensure that the assigned targets in accordance with SLA and any internal standards are met
- Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
- Maintain and provide the relevant process reports in a timely manner
- Ensure adherence to established attendance schedules
- Proficient level of written and spoken English
- Active listening skills
- Assertive, empathetic, professional & courteous
- Ability to empathize with the customer
- Prioritizing customer needs
- Good problem solving , reasoning and analytical skills
- Negotiation and influencing skills
- Ability to deliver messages/responses in a clear and concise manner
- Basic knowledge of computers
- Preferably good typing speed and accurate system updating
- 1-2 years of experience making outbound calls or handling calls for UK clients
- Proficient level of written and spoken English
- Active listening skills
- Assertive, empathetic, professional & courteous
- Ability to empathize with the customer
- Prioritizing customer needs
- Good problem solving , reasoning and analytical skills
- Negotiation and influencing skills
- Ability to deliver messages/responses in a clear and concise manner
- Basic knowledge of computers
- Preferably good typing speed and accurate system updating
“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”