Key Responsibilities
Take responsibility for being the first point of contact for all callers to the Customer Service Centre and ensuring that a high quality of service is delivered at all times.
Take ownership and responsibility for all enquiries presented to the Customer Service Centre, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions.
Ensure that all computerised systems are used effectively to help process customer enquiries and accurately maintain all records in a time critical environment.
Deal with all calls received within the Customer Service Centre in line with current Service Level Agreements, policies and procedures.
Carry out all administrative tasks relating to the Customer Service Centre and any necessary follow-up work in relation to incoming calls.
Maintain a comprehensive knowledge of Group departments, services, policies and procedures in relation to the role.
Ensure that relevant departments are made aware of concerns raised by customers so that they may carry out corrective action.
Keep accurate records of discussions or correspondence with customers.
Qualifications
A Bachelors degree or equivalent in a relevant social science discipline.
A Masters degree in a relevant discipline will be an added advantage.
Must possess a minimum of 5 years relevant professional working experience.
Relevant professional certifications e.g Customer Relationship Management (CRM).
Key Skills:
Demonstrate initiative with a results orientation, while exhibiting strong drive and leadership skills.
Ability to apply innovative approaches, to work in team, analyze and summarize and also pay attention to details and objectives.
Possess a good understanding of business processes.
Ability to drive client focused outcomes.
Candidate must possess strategic business focus and strong communication skills.
Qualified candidates should send their CV’s to: jobs@michaelstevens-consulting.com or msjobz@gmail.com The subject of the email should be the job position being applied for.
Apply via :
jobs@michaelstevens-consulting.com
