Customer Service Agent

Job description

Key performance areas
Provide customer service

• Appropriately manage customer queries relating to their loans and accounts

• Ensure a polite, friendly, efficient and professional service is provided

• Take responsibility for each individual call by ensuring that advice is always given in the customer’s best interest

• Handle objections appropriately to ensure that positive results are achieved and enhance customer delight

• Effectively deal with difficult queries and customers, avoiding formal complaints

• Improve the customer experience and service delivery by providing excellent customer service

Generate revenue

• Upsell product offering to new and existing customers in line with required performance standards and targets

Efficiency and productivity

• Reach performance targets relating to productivity, adherence, turnaround time, sales and customer service

• Be available to take calls by avoiding unnecessary time spent in after call
  activities or breaks in order to provide agreed service levels

• Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to at all times

• Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Quality standards

• Focus on “getting it right first time” in order to ensure that correct and precise information is relayed to customers

• Capture all details of customer, call log and sales transactions accurately onto the system

• Adhere to internal systems, policies, procedures and requirements

Requirements

Qualifications and accreditations

• Grade 12/Matric or equivalent

Experience and skills

• One year customer service experience in a target driven environment

• One year sales experience in a target driven environment

• Computer literate

Attribute and behaviours

• Energetic with a positive attitude

• Persuasive skills which includes sales ability

• Ability to work independently as well as within a team

• Excellent telephonic manner

• Good analytic ability and attention to detail

• Resilient and change orientated