Customer Experience Agent-Core Capital

🗏Job Type

Full Time

Customer Experience Agent Our Client is looking for an individual to promote and maintain the image of the company via the call centre by effectively communicating with all inbound callers, assuring that their requirements are evaluated in an efficient and courteous manner and that appropriate solutions are provided for problems presented.
Key Performance Areas:

Task Complexity:

Operational Processes

Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced
Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
Work consistently according to standard operating procedures
Task execution

Courteously and timeously answer all inbound telephone calls
Strive to make callers feel valued and important

Attend to queries and needs of callers as required within procedures
Resolve all queries related to products, services, accounts, etc
Provide technical assistance with handset and related queries
Load all products and services on the systems as required by customers
Perform technical functions on systems e.g. activation of international roaming and dialling
Provide first line data support to data customers including trouble shooting, coverage queries, and bundle information, MMS, WAP, GPRS and 3G
Ensure accurate logging of all calls
Escalate any anomalies
Provide a debt collection function for credit management
Make payment arrangements with customers where necessary and apply the payment arrangement policy in line with customer service delivery
Differentiate between different types of customer and apply appropriate policies and procedures
Maintain and validate sensitive customer information in line with security protocols and account holder validation
Load billing limits for customers
Manage customer expectations of terms and conditions
Draw up comprehensive action manager notes for all transactions
Maintain customer relationships
Improve methods of carrying out work through on-the-job concrete experience
Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
Support the work performed by others
Perform ad hoc projects on an occasional basis as required
Continuously improve knowledge around new technology in cellular telecommunications
Retain customers within retention strategies
Problem solving

Customer Service (internal / external)

Quality Control

Supervisory / Leadership / Managerial Complexity

Role Complexity:

Conduct coaching and buddy training as required
Lateral Dimensions:

Creativities (improvement/innovation inherent)

Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible
Recommend ways to automate processes and procedures wherever possible
Initiate resolution of operational problems
Find quicker, smarter ways of doing things
Recommend cost saving activities where possible
Build professional but friendly relationships with staff and callers
Ensure that all callers feel valued and important
Vulnerabilities (control span)

Reliance on the stability and availability of telephone and network systems
Incorrect procedures followed
Unhappy, difficult or irate callers
Incorrect Billing or discount structures
Ineffective communication of marketing campaigns, product launches, etc
Effectiveness of training
Minimum Requirements

Education:

Matric or equivalent
Fluent in English and language of country preferable
Global Experience Standards

Minimum of 2 years’ experience in an area of specialisation; with experience in working with others
Experience working in a small to medium organization
General working conditions

Flexible working hours with shift work
Pressure at certain peak times
24/7 working environment


Apply Here http://bit.ly/2MZgOrr

Job id : , #71040, 18 views,

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