Customer Services Agent-Transnet
Job Status: Active ✓
|Job Type||Full Time|
Position Purpose :
Rendering a professional service to all TNPA customers and back office.
Handle call centre inbound calls for the business and ensure a minimum of a 80% First time Resolution ratio.
Receives and responds to customers' requests by telephone, e-mail, fax, web chats, and analyzes requests, provides
Interacting with customers to provide information in response to inquiries about services and to handle and resolve
Maintains liaison with other departments for query resolution within agreed SLA/TAT
Correctly maintain customer data, corrects records, and adjusts errors.
Contacts customers to give feedback on resolution of queries/enquiries;
Provide excellent customer service by adhering to business rules and processes
Adhere to quality management metrics and standards.
Uphold and maintain contact centre operating standards.
Facilitate resolution channels contact and queries during the entire new query resolution life cycle.
Be available to manage all customer interactions as scheduled within parameters, inclusive of calls, emails and other tasks.
Respond to switchboard calls and other calls presented to them and route them accordingly.
Position outputs :
Available to respond to call centre inbound calls e-mails, fax, web-chats and etc.
Email management and resolution within 48 hours.
Maintain minimum of 80/20 Service Level on calls.
Targeted outbound campaigns.
First Call Resolution of 80%.
Demonstrate the drive to deliver customer service excellence in every action and decision for both internal and external
Log all customer interactions, queries and requests in CRM system, assign to relevant resolver group if cannot resolve at
Escalated call identification and follow up.
Liaise with other support teams, or departments as required to resolve requests/issues in a timely manner.
Ensure queries are resolved within agreed SLA/MTTR.
Ensure proper ticket logging, recording, notification, escalation, tracking and follow-up of all queries/requests.
Seeks feedback from customers and display an overriding commitment to customer satisfaction..
Able to understand more conceptually demanding ideas and perform complex work as required.
Operational productivity of 80% and more.
Adherence to Productivity / internal efficiencies.
Meet Benchmark standards.
Adherence to workforce schedule and roster.
80% adherence to schedule adherence.
Adhering to policies and procedures.
Applying the correct customer contact script.
Use of Correct spelling and grammar when communicating with customers.
Achievement of 80% customer transactional feedback.
Achievement of 80% dipstick assessments.
Qualifications & Experience :
Diploma in Marketing or equivalent;
Has developed competencies through experience.
Minimum of 2 - 3 years’ relevant experience in contact centre or customer services environment
Customer services value chains;
Customer services or issue resolution processes and procedures;
Pricing/Tariff policy, structures and principles;
Cross functional knowledge;
Strong verbal and listening skills;
Ability to apply quality principles to drive continuous improvement;
Excellent interpersonal skills with the ability to interact with people across different levels;
Fluent in English language and excellent communication skills;
Delivers a quality service;