Purpose of the Role
The ideal candidate for this role will be responsible for resolving customer queries by providing telephonic and electronic query resolution services. You will need to continuously provide an exceptional customer experience with a view to retain and generate business.
Key Performance Areas
Provide an exceptional customer experience
- Appropriately manage all customer queries
- Ensure a polite, friendly, efficient and professional service is provided at all times
- Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests.
Resolve customer queries effectively and efficiently
- Attend to logged customer queries in line with query resolution principles established by the company
- Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries
- Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
- Improve the customer experience and service delivery by providing excellent verbal and written customer service
- Escalate more complex issues to the relevant account manager
- Adhere and meet all service level agreements targets
