We are a people orientated business that provides outsourced contact centre solutions and specialises 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.
Job Objectives:
- Listening to customer concerns and providing information, answers, or responses.
- Taking orders and processing billings and payments.
- Obtaining and correctly recording customer information.
- Reviewing and making changes to customer accounts.
- Handling customer complaints and processing returns effectively.
- Keeping records of customer interactions.
- Ensuring customer satisfaction or referring customers to supervisors.
- Identifying opportunities to up-sell other products and services.
Education and Experience Requirements:
- Matric
- Minimum of 12months experience in Customer Care
- Energy experience would be advantageous
Job Knowledge and Skills Required:
- Problem Solving Skills -Customers do not always self-diagnose their issues correctly. Often, it’s up to the support rep to take the initiative to reproduce the trouble at hand before navigating a solution. That means they need to intuit not just what went wrong, but also what action the customer was ultimately after.
- Clear Communication -Your customer support team is on the front lines of problem solving for the product itself and serves as a kind of two-pronged bullhorn.
- Emotional Intelligence - A great customer support representative knows how to relate to anybody, but they’re especially good with frustrated people. Instead of taking things personally, they intuitively understand where the other person is coming from, and they know to both prioritize and swiftly communicate that empathy
- Attentiveness- The ability to truly listen to customers is crucial to providing great service for a number of reasons. Not only is it important to pay attention to individual customers’ experiences, but it’s also important to be mindful and attentive to the feedback that you receive at large.
We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful. All positions will be filled in accordance with our Group Employment Equity plan.
Vacancy open to Durban residents only.