Contact Centre Agent

SUMMARY:
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POSITION INFO:
Job description Requirements § Matric is compulsory § Strong communication skills § Presentable § Clear criminal record Duties and Responsibilities Answering phones from customers professionally and responding to customer inquiries and complaints Researching required information using available resources Handling and resolving customer complaints regarding product sales to customer service problems Providing customers with the organization’s service and product information Processing forms, orders, and applications requested by the customers Identifying, escalating priority issues and reporting to the high-level management Following up complicated customer calls where required Obtaining and evaluating all relevant data to handle complaints and inquiries Recording details of comments, inquiries, complaints, and actions taken Managing administration, communicating and coordinating with internal departments Technical expert in related computer applications Able to maintain customer confidentiality Act as liaison between the company and its internal and external current and potential customers Accept ownership for effectively solving customer issues, complaints, and enquiries, keeping customer satisfaction at the core of every decision and behavior Management of inbound and outbound customer interactions at a timely manner Follow communication “scripts” when handling different topics Identify customer needs, clarify information, research every issue and provide solutions and or alternatives Update existing customer information Identify and escalate priority issues Seize opportunities up to sell products when they arise Build sustainable relationships and engage customers by going the extra mile Keep records of all conversations in our call center database in a comprehensible way Updates job knowledge by studying new product descriptions, participating in internal and external educational opportunities Meet personal \/ team qualitive targets Adhere to standard guidelines, recommending improved procedures