Call Center/customer Care Agent - Cape Town, South Africa - Jime Fortex
Description
KEY RESPONSIBILITIES WILL INCLUDE:
- Investigating and responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers.
- Liaising with internal/ external parties to resolve customer queries
- Analyzing and interpreting data on the available systems to resolve customer queries
- Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.
- Provide accurate information on products and services to customers to ensure consistency across the organization
- Retrieving and updating customer or company information on the relevant systems to ensure accurate information is available for processing.
- Correcting customer records based on data gathered (i.e. updating customer contact details and escalating concerns regarding missing / expected data) to enable issues to be resolved.
- Completing a defined range of transactions using specified processes to ensure accurate processing of information
- Providing regular feedback on work in progress and activity levels to your Team Leader via metrics, to ensure workloads are appropriately managed and performance standards met.
- Accurately completing work trackers on a daily basis to enable workloads to be appropriately allocated.
- Keeping uptodate on relevant company policy and local procedures to ensure tasks are appropriately handled, first time right.
Requirements:
QUALIFICATIONS AND LEVEL OF EXPERIENCE REQUIRED:
- A Matric certificate or equivalent qualification.
- Aboveaverage proficiency in English is an essential requirement
- Proficiency in the following Microsoft packages (Word, Excel & Outlook).
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