Customer Care Agent

Bluespec Holdings; Sandton; On-site; ZAR 50,000 - 200,000; Full time

Job description

JOB DESCRIPTION :

Acknowledgement and communication

• Ensuring queries / requests are acknowledged within 60 minutes on Salesforce.
• Ensure acknowledgement on Salesforce, telephonically and on email to the client and insurance.

Systems

• Ensuring voice logs are extracted from Dreamtec provided client with efficient feedback on queries.
• Liaising with Service provider to obtain checklists for customers and clients.

Ensure accurate and timely reconciliation of voice logs, checklists, queries and WHU complaints

• Listening to and investigating voice logs / calls to determine what transpired and providing client with observation.
• Attaching relevant info as per Dreamtec.
• Assisting with checklists to deal with general queries and query investigations.
• Assisting with investigating problems and supplying feedback.

Email / Salesforce

• Following up on daily emails.
• Ensuring tickets are actioned on ticketing system (Salesforce).
• Monitoring in progress and tickets to be actioned.
• Capturing information on Salesforce tickets for reports and providing feedback to clients.
• Updating and closing tickets for timeous reporting and feedback within TAT.