LiquidCapital is a world leader in its field of specialisation offering a variety of financial products for motor vehicles. LiquidCapital aims to creatively solve problems and add value to people by ensuring Mobility for Good.
LiquidCapital forms part of the Motus Group, a leading JSE listed Company in the Automotive Industry where performance is driven by three keystones, 1. Leaders, 2. Innovation & 3. Customer Champions.
LiquidCapital is seeking to employ a qualified and experienced Customer Care Agent. The successful candidate will join a dynamic and highly skilled Customer care Team.
The successful candidate will report directly to the Customer Care Manager.
JOB DESCRIPTION:
To record, investigate and resolve Customer issues with the view to improve organizational performance and systems.
DUTIES / KEY RESPONSIBILITIES:
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To be accountable and take ownership of Customer concerns, showing empathy, credibility, and confidence
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Determines eligibility by comparing client information to requirements
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Handle sensitive situations in a calm constructive manner whilst showing effectiveness in high-pressure situations
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Highly motivated individual who displays accountability for achieving individual and team goals and objectives
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Responsible for promoting and enhancing positive customer relationships
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Processes all calls using professional telephone etiquette
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Expertly uses CRM to capture calls accurately, confidently navigating screens to search, create, view and update Customer records, controlling the call through to resolution
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Contributes to the success of the Customer Care Team by working together to build a positive team environment
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Ability to handle multiple tasks and adjust conversation style depending on nature of incoming call
EDUCATION:
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Matric / Grade 12
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Customer Care / Call Centre certificate would be an advantage
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RE & FAIS – added advantage
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED:
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Good computer skills (MS Outlook, Word)
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Motor industry knowledge an advantage
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Must have a minimum of 2 – 3 years’ service advisory experience within the motor industry OR
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Must have a minimum of 2 - 3 years Customer Service experience within a competitive environment
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Must have a strong desire to resolve customer issues
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Strong problem-solving skills
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Strong communication skills (verbal and written) – excellent grammar and articulation
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Must have excellent active listening skills
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Must also be able to read, speak and understand English (any other languages would be an added advantage)
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Excellent telephone skills (professional telephone etiquette) and the ability to communicate with enthusiasm and drive
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Social media experience preferrable
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Conflict management skills
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Deadline driven
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Consumer Protection Act knowledge an advantage
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Resilience
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Excellent work ethics
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Team player
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Computer literate - Microsoft CRM beneficial
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Be able to help and resolve all levels of queries and complaints
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Excellent time management
PERSONAL ATTRIBUTES AND VALUES:
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Punctual (attendance will be monitored)
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Honesty & Reliability
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Self-disciplined
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Confident and assertive
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Ability to deliver under pressure
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High degree of accuracy and attention to detail required
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Credit & criminal clear
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Own or reliable transport
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Own and live up to company values
