Senior Customer Care Agent - Modderfontein Verfied

Salary Negotiable Modderfontein, Gauteng Modderfontein, Gauteng more than 14 days ago 06-12-2017 7:11:55 AM
31-01-2018 7:11:55 AM
Senior Customer Care Agent - Modderfontein
JOB DESCRIPTION:
To record, investigate and resolve Customer issues with the view to improve organizational
performance and systems.
DUTIES / KEY RESPONSIBILITIES:
• To be accountable and take ownership of Customer concerns, showing empathy,
credibility and confidence
• Determines eligibility by comparing client information to requirements
• Handle sensitive situations in a calm constructive manner whilst showing effectiveness in
high-pressure situations
• Highly motivated individual who displays accountability for achieving individual and team
goals and objectives
• Responsible for promoting and enhancing positive customer relationships
• Processes all calls using professional telephone etiquette
• Expertly uses CRM to capture calls accurately, confidently navigating screens to search,
create, view and update Customer records, controlling the call through to resolution
• Contributes to the success of the Customer Care Team by working together to build a
positive team environment
• Ability to handle multiple tasks and adjust conversation style depending on nature of
incoming call
EDUCATION:
• Matric / Grade 12
• Computer skills (MS Outlook, Word)
• Customer Care / Call Centre certificate would be an advantage
• Motor industry knowledge an advantage
• RE & FAIS – added advantage
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED:
Must have a minimum of 2 – 3 years’ service advisory experience within the motor industry
Must have a minimum of 2 - 3 years Customer Service experience within a competitive environment Must have a strong desire to resolve customer issues
Strong problem-solving skills
Strong communication skills (verbal and written) – excellent grammar and articulation
Must have excellent active listening skills \
Must also be able to read, speak and understand English (any other languages would be an added advantage)
Excellent telephone skills (professional telephone etiquette) and the ability to communicate with enthusiasm and drive
Conflict management skills
Deadline driven
Consumer Protection Act knowledge an advantage
Credit & criminal clear
Own or reliable transport
Please send CV and references in response to advertisement