Job Role:
- Provide first class customer service on the telephone by answering all calls in a professional manner and resolving queries to the satisfaction of the customer.
Key Responsibilities:
- Ensure each call is answered in an accurate & professional manner.
- Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit / concerned department.
- Maintain statistics on all calls received and pass this information through the system
- Notify Supervisor and Team Leader of all complaints relating to services, products and delivery
Channels immediately.
- Adhere to the roster and be flexible on shift duties including weekends & holidays
Key Accountabilities
Key Performance Indicators:
- ACD talk time/Occupancy
- Calls answered within the set threshold
- Product knowledge & customer service
- Customer satisfaction rate (Monitoring & Coaching)
IVR C-SAT scores
Skills
Education
- Degree in Business Administration