Customer Service Consultant - Digicall

ROLE SUMMARY

The Customer Service Cosultant will be responsible for resolving customer queries by providing telephonic and electronic query resolution services. The incumbent is required to continuously provide an exceptional customer experience with a view to retain and generate business, ensuring to meet business objectives whilst maintaining a high level of customer satisfaction.

Primary responsibilities include handling customer enquiries, answering any questions and queries, over the phone, or online. In addition, to provide support and comprehensive product / service information to customers, build relationships with customers, assist customers in resolving any queries, concerns, as well as providing service / product related assistance.

QUALIFICATIONS

• Minimum: Grade 12 or equivalent NQF level 4

EXPERIENCE

• Minimum of 1 – 2 years of Customer Service experience within a contact centre.

SKILLS & KNOWLEDGE

• Excellent verbal and written communication skills (English).
• Clear understanding of an operational contact centre environment.
• Excellent understanding of Key Performance Indicators (KPIs).
• Excellent understanding of a dialler system and functions.
• Computer literate (MS Office & LMS/CRM systems experience).

RESPONSIBILITIES

Operational:

• Appropriately manage all customer queries.
• Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality.
• Accurate capturing of customer information.
• Verify and update all customer details onto the system.
• Ensure a polite, friendly, and professional confirmation service is offered to all customers by acting as an ambassador.
• Improve the customer experience and service delivery by providing excellent customer service.
• Effectively deal with difficult queries and customers, avoiding formal complaints.
• Contact customers to gain information, provide feedback and follow through on resolving and tracking their queries.
• Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately.
• Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks.
• Follow company processes accurately to ensure quality of service delivery.
• Ensure a professional, polite, and efficient service is offered.
• Take responsibility for each call by ensuring that advice is always given in the customers best interest by enhancing customer delight.
• 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

• Examining Information: Analyses and processes information very effectively when solving problems. Very curios and good at asking probing questions.
• Convincing People: Very persuasive, negotiates well and determined to make people listen to their views.
• Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
• Establishing Rapport: Very quickly establish rapport with people. Like making new friends and find making friends easy. Attach importance to and are effective in making a good first impression.
• Pursuing Goals: Very ambitious and want to be successful. Achieves outstanding results, very persevering and will keep going no matter what.
• Meeting Timescales: Conscientious about meeting deadlines, highly punctual and high unlikely to leave things unfinished.
• Following Procedures: Extremely rule following, procedural and risk averse.
• Producing Outputs: Works at a fast pace, works well when busy and copes well with multi-tasking.
• Managing Tasks: Very effective at planning and organising, identifies clear priorities and milestones.
• Upholding Standards: Uphold the highest standards and honour agreed commitments. Is discreet and maintains confidentiality.