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Tenacity invites unemployed youth to apply for Customer Service Agent Posts

Customer Services Agent Tenacity Financial Services Date post advertised 2023-06-15

Location Northern Suburbs (Cape)

Job Ref #: TFS-466 Industry: Call Centre Job Type: Permanent Positions Available: 10 To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner. Key Responsibilities Query Handling Handle a range of customer queries and/or complaints via inbound or outbound communication channels Interpret and resolve queries by providing accurate account, product and / or service re

Job Description

To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner.


Key Responsibilities

Query Handling

  • Handle a range of customer queries and/or complaints via inbound or outbound communication channels

  • Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)

  • Escalate relevant queries to stakeholders to ensure resolution

  • Capture the correct dispositions based on the nature of the query and / or complaint

  • Provide a professional customer experience and satisfaction at all times

  • Action administrative requirements related to customer account management accurately

Service Level

  • Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)

  • Promptly escalate potential crisis situations to Management

  • Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance

  • Ensure outputs are aligned to departmental Quality Assurance standards and targets

  • Adhere to Standard Operating Procedure and departmental templates where relevant

Adherence

  • Adhere to workforce schedule i.e. start and end time, lunch and body breaks

  • Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy

  • Action any other instruction from management

Job Requirements

Experience

  • Minimum 1 year Customer Service / Contact Centre experience

  • Minimum typing speed of 35 word per minute and 95% accuracy

Qualification

  • Grade 12 or NQF Level 4

Functional Knowledge and Skills

  • Experience/knowledge of retail account assistance services advantageous

  • Strong verbal & written communication skills

  • High problem solving skills and ability to work under pressure

  • Ability to show empathy and handle customers sensitively

  • Ability to be flexible and display strong adaptability skills

  • Strong interpersonal skills and experience

  • Time & self-management skills with the ability to multi-task, organise and prioritise

  • Knowledge of contact centre and customer support functions / services

Should you not receive feedback within 2 weeks of submitting your application, please consider your application as unsuccessful.



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