Customer Interaction Agent x2 - FTC at Blue Label Telecoms

Job Purpose

• The Customer Service Representative is responsible for the provision of an omnichannel service to customers or potential customers and other stakeholders to respond to their queries and requests, provide information and documentation, handle complaints and troubleshoot problems.

Responsibilities

Customer Service

• Reduce the number of complaints relating to customer service
• Display a passion for customer service, customer satisfaction and commitment to meeting and exceeding customer expectations
• Treat customers with professionalism at all times
• Display a strong service orientation in dealing with other staff members and customers

Customer Support

• Be available to answer inbound interactions through all channels (telephone, email, social media) within the required service level agreements
• Ensure all calls are dealt with using the professional Blue Label guidelines
• Obtain/confirm rm callers' name at the beginning of the call
• Answer all customer calls professionally
• Ensure all customers receive a reference number
• Ensure Customer information is validated or updated on the CRM
• Ensure all data input into logging tickets is 100% accurate
• Research required information using available resources to answer customer queries
• Provide first level support, assistance, information and resolution
• Ensure information/solutions to customers are resolved in order to close tickets
• Transfer ticket to the correct person/team if escalation is required
• Provide second-level support when required
• Provide all necessary information to back-office teams to facilitate quick resolution of queries

Service Levels, Performance and Training

• Manage service level performance against defined targets set with Team Leader
• Meet or exceed quality expectations
• Attend meetings as required
• Actively seek and accept constructive feedback
• Ensure training is completed and understood on all Blue Label systems and products
• Take responsibility for keeping up to date on all changes in Blue label systems, processes and products
• Adhere to all the company’s policies and procedures

Operational Compliance

• Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to internal codes of conduct

Requirements
Behavioural Competencies

• Customer Focus
• Communicates Effectively
• Ensures Accountability
• Collaborates

SKills

• Verbal
• Communication
• Customer Service Delivery
• Compliance Management
• Computer Skills

Education

• Matric

Experience

• At least 1-2 years experience in a call centre environment
• Demonstrated experience in managing and resolving queries in a call centre
• Proven experience in superior time management