Drive a professional internal and external Customer Focused culture within the business area and the organisation.
Establish and maintain key customer relationships through effective communication.
In a customer centric manner, respond to information requests and find solutions to resolve queries. Complete end-to-end case management, ideally on a first call resolution basis. Respond to difficult customer queries and if unable to resolve, seek support from the Team Leader.
Receive and respond to information in an omnichannel environment (i.e., phone, email, and social media) tailoring the communication approach to various channels and customers
Prioritise and complete allocated work
Operate a large variety of systems, adjusting work sequence and or ither variables to improve efficiency and provide excellent customer experiences
Development of personal; capabilities by engaging in existing and informal learning opportunities
Supports, accepts, and aids in the implementation of continuous improvement in the Customer Care Centre environment
Qualifications
Diploma or bachelor’s degree in relevant field is strongly recommended. Otherwise, any other basic degree or diploma
Customer facing and complaint handling experience.
Contact Centre Experience required
Demonstrate strong communications skills in English language
Excellent communicator with a pro-active approach and with a “Can do” mentality.
Delivery and solutions focused.
Microsoft Outlook, Word, Excel Intermediate level of expertise
