We are a people orientated business that provides outsourced contact centre solutions and specializes in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.
Role Qualifications and Experience:
· Matric is essential
· 2 Years USA technical experience from a contact centre
· Must be able to multitask
· Trouble shooting and technical experience within a contact centre
Job Objectives:
· Striving to achieve first call resolution and maintain the quality of service provided by the call centre.
· Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
· Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
· Adhering to all company policies and procedures.
· Achieving set KPI’s designated by the campaign and ensure a high level of customer service is provided on every call.
· Responding efficiently to customers and creating a positive experience.
· Transferring and escalating the calls to the appropriate department if needed.
· Adhering to all company policies and procedures.
· Achieving set KPI’s designated by the campaign and ensure a high level of customer service is provided on every call.
· Striving to achieve first call resolution and maintain the quality of service provided by the call centre.
· Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
· Understanding and using the required software, reports, tools, and metrics.
· Participating in training and striving to increase and improve existing skills.
Required Skills:
· Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
· Proficiency with computers