Key areas of responsibility:

• To provide customer support for incoming queries from clients, live chat and tickets (emails) in support language being French and English
• To ensure outbound sales targets are consistently achieved
• Maintain an acceptable ratio of daily, weekly and monthly handled cases, initiating follow up as needed
• Identifying, researching and resolving customer issues and processing all customer inquiries/queries in a professional, accurate, courteous and timely manner by phone, chat and email
• Continuously monitor online client accounts
• Regular chat, email and telephonic contact to all online users
• Update client accounts & perform regular checks on client accounts on internal systems
• On-going online system checks to ensure systems are in proper working order
• Achieve quality and efficiency improvements by enhancing the consistency of the customer experience
• Proactively develop customer relationships by maintaining contact at an appropriate level
• Feedback recurring customer issues to Team Leader where applicable
• Making outgoing calls and execute outbound campaigns to identified customers
• Offer customers new promotions

Skills and attributes:

• Must have at least 6 months’ experience in a customer service role, ideally in a Call Centre environment and dealing with high value customers
• Experience in using Microsoft Word, Excel and the Internet
• Excellent verbal and written communication skills in English and French
• Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers
• Results drive and passionate about attaining targets

Qualifications:

• Matric/Diploma/Degree

Please note: Own transport is a must as you will be required to work shifts.