Customer Service Agent Level 1 x 5
Overview
To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI’s is always achieved.
Requirements
- Matric or relevant qualification
- Customer Service experience in a Call Centre environment would be advantageous
- Computer literacy essential (MS Word, Excel, Outlook, Listener)
- 6 months within call centre customer service
- Own transport
- Willing to work shifts
- Excellent telephonic communication skills
- Fully computer literate understanding of company systems and processes
- Bilingual
Responsibilities
- Offer solutions to client issues and concerns via all contact channels and all media
- Log in to FADT systems on time and for full shift duration
- Maintain schedule adherence
- Aim for first time contact resolution
- Note details of all customer interactions on applicable systems
- Action and update all customer requests on Listener
- Pro-actively maintain customer data
- Escalate issues and concerns appropriately
- Take ownership of escalated queries, ensuring resolution and follow up with customers
- Stay abreast of all changes and additions to knowledge base
- Receive incoming calls on a rational first available consultant basis
- Transfer calls to other departments
- Receive phone-in alarm calls
- Provide basic technical assistance to clients
- Record and distribute sales leads to relevant Branches
- Handle account queries
- Verify listener information
- Ensure client retention
- Delegate queries/complaints to relevant departments
- Report system faults to supervisor or Call Centre Manager
- Record statistics
- Assist with updating of K.P.A as required
- Comply with all SOPs
- Adhere to Quality Assurance initiatives
How to apply
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