Executives-Back-End / Blended / Customer Service-Email + Chat + Voice
- Job Description: Document and assist in the resolution of customer complaints, escalating where necessary - ensure the complaints process is followed
- Produce and update procedural documentation to support new and amended services
- Undergo training to ensure you have comprehensive knowledge of Client systems and processes
- Support with supplier calls / meetings
- Proactively resolve issues for the company and the customer to ensure outstanding work is within agreed targets.
- Involvement in the planning and deployment of new services and system enhancements, ensuring that supporting documentation is created in line with the contractual agreement.
Key Responsibilities
Responsibilities are not limited to the enclosed
- Proven Communication Skills verbal and written.
- Good level of Microsoft office packages (Excel, Word, Outlook etc)
- A high level of computer and system literacy (able to use multiple systems to complete a process)
- Previous B2B customer experience
- Experience making outbound calls or handling calls
- Proficient level of written and spoken English Experience of working within a target-based environment
Minimum Requirements:
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Grade 12 (Mandatory)
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6-12+ months call centre experience
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Soft skills & Telecommunications Experience (Advantageous)
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Computer Literacy (MS Office, Excel, Social Media, Online, Navigation)
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Good articulation of the English language (Spoken and Written)
“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”
- Responsibilities: Receive inbound calls from policyholders in a contact center environment.
- Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
- Accurately interpret and verify billing transactions.
- Respond to simple as well as complex billing inquiries from policyholders.
- Provide policyholders with technical support on the client systems.
- Follow up with policyholders on outstanding items in a timely manner.
- Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
- Perform other duties as needed.
- Qualifications: Experience of up to 1 year, preferably in a customer service environment
- Some post High School education preferred
- Excellent telephone etiquette and service delivery skills
- Strong communication skills and effective listening abilities
- Effective organizational and time-management techniques
- Exhibit patience and a positive outlook when working with policyholders
- Contribute to an environment of accountability, collaboration and teamwork
- Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
- Able to commit to the entirety of the training program and work within a structured operation environment.
