Customer Support Agent Opportunity At HomeChoice

Job description

Homechoice

Key performance areas:

Resolve customer queries:

• 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
• Make contact with internal departments and external parties in order to gain further information or seek solution to customer 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

Efficiency and productivity:

• Reach performance targets relating to productivity, adherence, turnaround time and quality
• Meet acceptable query type production levels and query resolution ratios
• Meet daily, weekly, monthly service level targets
• Admin and reporting is conducted timeously and in accordance with required processes and procedures
• Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Provide relief services :

• When required, provide relief work in other operational departments in order to meet business requirements and customer needs

Requirements

Qualifications and accreditations:

• Grade 12 / Matric or equivalent

Experience and skills:

• One years’ customer service/support experience in any environment
• Good understanding and knowledge of account reconciliations
• Computer literate

Attribute and behaviours:

• Energetic and positive attitude
• Excellent written and verbal communication skills
• Ability to work in a fast paced environment
• Team player, but able to work independently
• Resilient and change orientated

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