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The ideal candidate for this role will be responsible for telephonically handling difficult calls with the responsibility to retain clients and make sure these clients remain part of the Sigma / Campaign family. Alongside dealing with client queries and complaints on all levels in a competent, efficient, and professional way, in accordance with the quality standards that are in place and in accordance with the values of Sigma Connected. Ensuring that you meet business objectives whilst maintaining a high level of customer satisfaction

• Grade 12 or equivalent qualification

• Ensure a high level of customer satisfaction through proactive support and active listening.
• Address customer concerns and provide solutions.
• Educate customers on the value of our services.
• Provide internal feedback on how to improve client retention.
• Analyzing customer behavior.
• Gathering information about customer complaints.
• Negotiating with customers to renew contracts and retain business.
• Building positive relationships with customers and business associates.
• Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality.
• Present, promote and sell products/services using agreed processes and methods.
• Accurate capturing of customer information.
• Verify and update all customer details onto the system.
• Providing customer service to the extent of guiding your client to the right department when required to resolve any queries.
• Ensure a polite, friendly, and professional confirmation service is offered to all customers by acting as an ambassador.
• Follow company processes accurately to ensure quality of service delivery.
• Take responsibility for each call by ensuring that advice is always given in the customers best interest.
• Handle objections appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction.
• Continuously work towards improving the customer experience and service delivery. 

COMPETENCIES

• A strong can-do attitude and an energetic positive approach.
• Strong desire and initiative to develop self.
• Passionate about your role at work
• Committed to serving the customer.
• Able to present information in different ways to enhance understanding.
• Acts as an ambassador for the Sigma Connected brand.
• Consistently behaves with integrity.
• Actively works with colleagues and departments to resolve queries.
• Managing work and time to meet the required deadlines.
• High attention to detail and accuracy.
• Proactive and operates with a sense of urgency.
• Consistently hits all performance targets.
• Ability to work alone and in a team.
• Excellent communication skills. 

SKILLS AND ATTRIBUTES

• Role model – you lead by example in demonstrating the right behaviors.
• Proactive - demonstrate experience of working positively in partnership with colleagues internally to drive strong performance.
• Know your numbers – A Strong understanding of contact centre metrics and how these are used to review performance to achieve the right results.
• Self-aware - of your own strengths and development needs.
• Initiative – you use it and can work independently by exercising good judgment with sometimes limited direction.
• Communication is key – you’re able to understand and communicate difficult messages in a clear, positive, and constructive manner.
• Adaptable with the ability to respond positively to working within a pressurized environment.

NB: Shortlisted candidates will be subjected to an evaluation process.
Should you not receive feedback within two weeks after the closing date, please consider your application unsuccessful.

 

 

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