Customer Service Agent

Customer Service Agent

Answer Inbound calls. Make outbound calls to clients for the completion of the application process.

Persuade clients and assist in the Sale completion process. Investigating and responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers.

Liaising with internal/ external parties to resolve customer queries. Analyzing and interpreting data on the available systems to resolve customer queries.

Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner. Provide accurate information on products and services to customers to ensure consistency across the organization.

Retrieving and updating customer or company information on the relevant systems to ensure accurate information is available for processing. Correcting customer records based on data gathered (i.e., updating customer contact details and escalating concerns regarding missing / expected data) to enable issues to be resolved.

Providing regular feedback on work in progress and activity levels to your Team Leader via metrics, to ensure workloads are appropriately managed and performance standards met.

Accurately completing work trackers daily to enable workloads to be appropriately allocated. Performance Metrics/Key Performance Indicators 1. Customer Satisfaction Score (CSAT): Measures of how satisfied customers are with the service received.

Target: Achieve a rate of 80% higher. 2. Occupancy Quotient from dividing “Talk Time of Outbound calls (min) by Total number of worked hours.

Target: 30% 3. First Response Time: Refers to the amount of time it takes for a customer service team or support agent to respond to a customer’s initial inquiry or request. This will be calculated as a group target

Target: 6 minutes 4. Service Level: The percentage of customer inquiries answered within a specified time frame. For regular days, this refers to calls answered within 10 seconds. This will be measured as a group target.

Target: 45% 5. Quality Assurance (QA) Score: Evaluates call quality based on a scoring system. 80% 6. Compliance Adherence: Compliance with regulatory guidelines and internal policies.

Target: Achieve and maintain 100% compliance with all relevant regulations and policies. 7. Communication: Evaluation of communication with internal teams, customers and applicants.

Target: Always maintain effective communication. NB! KPIs will be adjusted according to further development of current processes, all changes will be communicated to the team.

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Pay: R8 500,00 - R11 000,00 per month

Work Location: In person