Customer Care Agent MVNX - Umhlanga Verfied

Salary Negotiable Umhlanga, Kwazulu-Natal Umhlanga, Kwazulu-Natal more than 14 days ago 08-08-2014 1:33:08 PM
05-09-2014 1:33:08 PM
Customer Care Agent MVNX

Salary structure, basic plus commission

Purpose of the role
To maintain a good customer care experience for the MVNO business. To ensure that the overall customer care function is administratively supported both pre- and post-sales with the objective of maximising customer service

Minimum Requirements of the Job:
Educational Requirements
• Matric
• A tertiary qualification would be advantageous

Experience
• Experience in a similar role (customer services / call centre) in a service operation
• Microsoft Excel, PowerPoint, Word experience is critical
• Cellular / GSM experience

Special Skills
• Good interpersonal skills
• Good relationship skills
• Analytical skills
• Problem solving skills
• Ability to react quickly and make decisions under pressure
• Very good communication skills (Verbal + written)
• Business communication skills
• Work well under pressure
• Good business acumen
• Conflict resolution
• Telephone etiquette
• Ability to perform routine / repetitive work
• Able to cope effectively with change
• Ability to deal with multiple priorities – can multitask and follows through to completion, is not easily distracted from work being done
• Accuracy - pays attention to detail, works concisely with precision, checks own work for correctness
• Reliability / trustworthiness
• Teamwork - understands own role in the team and works toward team goals, perceives own tasks as an integral part of realizing team goals
• Customer focus
• Observance - conducts visual checks with regulations / standards in mind. Can pick up on errors / faults through observation
• Planning / organising - performs immediate to short-term planning of own tasks and activities where the steps to follow, the chain of tasks and the procedures for doing the job are clearly defined
• Time management - achieves objectives within given time limits (e.g. timeous completion of tasks, planned maintenance) and able to prioritise tasks

Key performance Areas:
Compliance to Processes
• Timeous order entry process completion within turn-around times
• Sound knowledge of MRP and MVNX products and services
• Understanding of customer credit vetting management
• Credit Limit monitoring
• Customer account maintenance
• Customer welcome and first bill/change bill sign off
Cancellations
• Sound knowledge of MRP’s cancellation processes
• Customer retention management
• Timeous cancellation process completion
• Entering the cancellation into the CRM system
• Quoting customers on early termination costs

General
• Assist with all customer queries that arise
• Filing of all required documentation
• Monitor data Integrity on all systems and databases
• Knowledge on all relevant systems to ensure that the correct decisions are taken and the correct information is fed back to the customer
• Effective escalation management
• Ad-hoc reporting when required

Training
• On-going training required
• Individual Development Plan
• Internal product and sales training

Operational Processes
• Work with existing systems, processes and procedures in such a way that operational efficiencies, performance and customer contact experiences are enhanced
• Effectively utilise and open system applications to support work (e.g. Soft Phone, Admin, Vas X)
• Ensure that all calls are logged accurately according to call classification system
• Identify problem areas and escalate to Line Management as appropriate
• Retain customers in line with company retention strategies
• Work on Call Centre shifts according to duty roster communicated
• Conduct coaching and buddy training as required

Customer Service
• Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
• Provide input / advice on the best approach / solution to reach the best results to meet customer requirements
• Deliver first time right service excellence

Quality Control
• Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
• Provide input / advice on the best approach / solution to reach the best results to meet customer requirements
• Deliver first time right service excellence

Behavioural Qualities
• Persuasiveness
• Action oriented
• Perseverance
• Team orientation – strengthening teams
• Relationship builder – strong people-focus
• Resilience – maintaining composure and dealing effectively with stress
• Service orientation
• Customer centricity
• Approachable
• Assertive
• Strong detail focus - attention to detail and accuracy
• Diplomacy and tact
• Operate with integrity (high ethics)
• Consultative
• Confident
• Rule-follower
• Good listener
• Compliant
• Methodical and systematic

If you want to join this dynamic company email a WORD copy of your cv
1. Please DO NOT send copies of certificates, these will be requested should your application be successful and you secure an interview.
2. Applications submitted in PDF format WILL NOT be accepted.
3. Should you not hear from us within 15 working days of submission of your CV, please consider your application to have been unsuccessful