Customer Service advisor BFSI-PVG

Overview

To provide an industry-leading, simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company and client directives. To actively promote the brand by providing quality Customer Care at every instance, resolving customer queries while also promoting services, stimulating revenue for the business, and driving brand NPS. To handle and resolve day-to-day customer requests received via different channels of communication and as per client guidelines.

Qualifications

1. Education and Specific Training: Matric or NQF Level 4 (preferred)
2. Minimum 6-12 months of experience working with a Customer service/Sales process - essential
3. Superior oral and written communication, presentation, and interpersonal skills - preferred

Responsibilities

1. Providing exceptional Customer Care to the existing customer base.
2. The purpose of this role is to safeguard, develop, and enhance customer loyalty and value by providing excellent Customer Care. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.
3. Responding to and resolving inbound customers and colleagues’ queries related to consumer electronics/appliances.
4. Supporting queries to identify, qualify, and close new sales opportunities.
5. Understanding customer’s reasons for requiring product support, resolving their query effectively and efficiently through remote resolution or if not, through further support options per process.
6. Striving for First Call Resolution on every contact.
7. Diagnosing and resolving first line issues.
8. Working closely with Customer Care colleagues to raise service standards through escalating issues and opportunities when necessary to the most appropriate person, developing joint solutions, and sharing best practices.
9. Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand.
10. Proactively developing your Customer Care skill and knowledge, applying best practice techniques and tools, and demonstrating our clients' people expectations to maximize your performance complying with all our clients' required standards of sales/service excellence and best practices, operating effectiveness, and legal and regulatory requirements.
11. Taking correct information, asking the right questions, and offering solutions that leave customers smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing Consumer electronics business.
12. Addressing complaints and objection handling.
13. Assessing, analyzing, and troubleshooting customer issues providing resolution to problems.
14. Providing technical and troubleshooting support for consumers with electronics/appliances issues.