Main Purpose of Position:The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct stakeholders.Main Responsibilities (including but not limited to):Answering inbound calls timeously.Be professional and polite at all times.Listening attentively to customer queries.Responding to customer queries accurately.Ensure that quality standards are met.Familiarize oneself with products and procedures.Providing relevant information to ensure First Call Resolution.Effectively resolve queries.Escalating faults that cannot be concluded on first contact.Ensuring that customer details are captured accurately.Perform any ad hoc tasks as and when requiredJob Specific Requirements / Knowledge RequirementsCommunication skillsInterpersonal skillsAnalytical skills Team playerNegotiating skills Presentation skillsIntegrity Writing skillsCustomer orientationProactive and professionalSystem SpecificationMS Office and ExcelNumerical abilityCOMPETENCIES:Customer focusAbility to build customer loyaltyConflict managementExcellent communication skillsHigh level of professionalism and an understanding ethical conduct.Quality orientationKNOWLEDGE, SKILLS AND EDUCATION:Grade 12Excellent Communication written skills in EnglishA 2nd language is a requirement: Sotho, Zulu or XhosaSerious and passionate about customer service and working in a customer service industry COMPETENCIES:Customer focusAbility to build customer loyaltyConflict managementExcellent communication skillsHigh level of professionalism and an understanding ethical conduct.Quality orientationKNOWLEDGE, SKILLS AND EDUCATION:Grade 12Excellent Communication written skills in EnglishA 2nd language is a requirement: Sotho, Zulu or XhosaSerious and passionate about customer service and working in a customer service industryAnswering inbound calls timeously.Be professional and polite at all times.Listening attentively to customer queries.Responding to customer queries accurately.Ensure that quality standards are met.Familiarize oneself with products and procedures.Providing relevant information to ensure First Call Resolution.Effectively resolve queries.Escalating faults that cannot be concluded on first contact.Ensuring that customer details are captured accurately.Perform any ad hoc tasks as and when required
