Customer Care Agent (Upsales )

*Purpose* * Provide customer care and customer service support to the organisation *KRA* * Resolve customer care queries and complaints. * Amend existing policies (upsale and cross-sale) * Conduct general administrative duties *Tasks/Activities* *Resolve customer care queries and complaints.* * Respond to customers service requests * Acknowledge customer complaints * Verify existing members portfolios * Establish customers needs * Clarify information * Build customer relationships * Liaise between departments to resolve difficult and/or unusual situations * Resolve customer queries * Provide appropriate solutions and/or alternatives * Retain members *Amend existing policies (upsale and cross-sale)* * Up-sell and cross-sell policies * Meet daily set targets *Conduct general administrative duties* * Add boosters/upgrades to existing policies * Prepare, generate and distribute periodic reports * Provide departmental back-up and back-log support * Implement and adhere to policies and procedures * Maintain accurate records of customer interactions, transactions, comments and complaints * Maintain high standard of product knowledge * Perform other duties as assigned by management *Mental activities? * * High concentration *When will the job be performed?* * Monday Friday 08:00 17:00 * Occasional Overtime and Saturdays *Where will the job be performed?* * Benoni Branch *Under what conditions will the job be performed?* * High Pressurised conditions *Essential Qualifications* * Matric *Desirable Qualifications* * *Tertiary Qualification* * RE5 *Any legal requirements?* * Clear criminal record *Essential Experience* * 1 year customer care call centre experience * 1 year retentions experience * 1 year Sales experience *Knowledge and Skills* * Demonstrable selling skills * Exceptional customer service skills * Good listening skills * Good interpersonal skills * Excellent communication skills * Good computer skills * Exceptional problem solving skills * Good organisational skills * Good time management skills *Attributes* * Self motivated * Customer need orientated * Able to work under pressure as well as independently * Sense of responsibility and ownership * Able to prioritize * Able to multi-task * Adaptable * Empathetic * Honest, hardworking and humble