Customer Service Agent Position At HomeChoice

 

Key performance areas

Provide customer service

• Appropriately manage customer queries relating to their handsets/laptops and accounts

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

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

• 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 standard

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

• Enter all details of queries and sales transactions accurately onto the system, capturing of data relating to clients and call logging

• Adhere to internal systems, policies, procedures and requirements

Requirements

Qualifications and accreditations

• Grade 12/Matric or equivalent

• Computer literate

Experience and skills

• 12 months customer service contact centre experience

• Six months sales experience in a target driven environment

Attributes 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

Role specific competencies

Customer focus

• Liaises with customers in a professional and courteous manner

• Acts as an ambassador for FoneChoice

• Asks questions to check for customer satisfaction and follows through

• Displays advanced interpersonal skills

Sales ability

• Manages and works towards reaching individual sales targets

• Seeks information from customers in order to understand their needs

• Develops approach to best position and present products in order to meet needs

• Uses appropriate techniques to gain agreement from customer

Stress tolerance

• Maintains stable performance under pressure or opposition

• Stays focused on work tasks at all times

• Presents a positive disposition and maintains constructive interpersonal relations

• Presents and seeks potential solutions or positive courses of action

Communication

• Conveys information and feedback in a clear and constructive manner

• Keeps audience attentive and engaged

• Able to present information in different ways in order to enhance understanding

• Provides correct use of syntax, grammar, pace, volume, diction and email correspondence

Work standards

• Sets and models standards for excellence

• Ensures high standards of work are achieved and delivered

• Displays effective time management

• Dedicates required time and energy to ensure no aspect of work is neglected