Call Centre Customer Service Agent - Mount Edgecombe, South Africa - KURA SA

KURA SA

Verified Company

Mount Edgecombe, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

1.1 PURPOSE OF JOB
To contact customers and provide telecommunication services. To deal with complains and handle queries.

1.2 KEY RESPONSIBILITIES

Promptly respond to customers in an enthusiastic, courteous and efficient manner, using advanced communication skills to control a call, listen and target the objective of the individual customer
Efficiently complete customer requests and provide accurate information, always ensuring the highest level of customer care is provided.
Handle and manage customer complaints from start to resolution, ensuring the customer is at the forefront of all you do.
Obtains client information by answering telephone calls; interviewing clients; verifying information
Follow up on customer calls and provide feedback where necessary
Upsell products and services when applicable
Maintain efficiency and productivity by meeting and exceeding daily targets and monthly targets
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
Ensure data accuracy by following verification procedures such as repeating and confirming the necessary customer information (DPA)
Accurate dispositioning of calls
Updates job knowledge by studying new product descriptions; participating in educational opportunities
Maintains communication equipment by reporting problems
Positive engagement with Team Leader and colleagues

1.3 JUDGEMENT AND DECISION MAKING

Objective setting to achieve delivery and KPI targets
Quality Adherence

1.4 EXTERNAL RELATIONSHIPS

Clients

1.5 INTERNAL RELATIONSHIPS

Team Leader / Kura Coach
Campaign Specialist
Campaign Supervisor
Operations Manager

PERSON SPECIFICATION

2.1 EDUCATION AND QUALIFICATIONS

Minimum 6 months experience in a UK or Australian call centre customer services environment
Experience in objection handling

2.2 SKILLS, KNOWLEDGE AND CAPABILITY

Essential
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Detail orientation: You pay attention to detail in order to produce high quality output, no matter what the pressures
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Flexibility: You remain adaptable and flexible in the face of unfamiliar or changing situations
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Enthusiasm: You demonstrate passion and energy when communicating goals, beliefs, interests or ideas
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Initiative: You take independent action to make things happen and achieve goals