Position Summary
The Customer Service Representative is required to provide exceptional
customer service experience to customers by handling incoming calls in a highly
professional manner in a target based environment, where meeting Key
Performance Indicators is important.
Duties and
Responsibilities:-
- Maintain customer experience
levels within the quality standards stipulated.
- Handle objections by building
rapport with customers.
- Update information onto the
CRM.
- Adhere to Data Protection
policy with regards to confidentiality of customer details.
- Recognise opportunities for
cross selling to customers, by advising on new and existing services
which may suit their requirements.
- Patiently listens and
responds to customer queries.
- Understand and adhere to the
escalation process.
- Provide peer support to other
Customer Service Representatives in an effort to improve overall
team performance
Education and experience:
- A Diploma from a recognized
tertiary institution, however holders of an undergraduate degree will
have an added advantage
- Fluent in the English
Language (neutral and clear accent)
- Above average typing and
IT literacy skills
Key competencies and
attributes:
- Flexible to work day and
night shift hours
- Ability to handle complaints
in a polite; empathetic and professional manner
- Remains calm when faced with
difficulty or angry customers.
- Initiative to update self on
new and current products and/or services and promotions
- Ability to handle busy
periods by managing one’s stress levels.
- Maintains a positive attitude
and enthusiasm when faced with routine work
A valid Certificate of Good
Conduct is mandatory.
Training will be provided to
enable the successful candidates perform effectively and effeciently.
Application details: horizoncontactcenters.com
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