Customer Service Agent

CXP are now part of the Huntswood Group; Cape Town; Hybrid; ZAR 50,000 - 200,000; Full time

Job summary

A leading customer service organization in Cape Town is seeking experienced advisors to provide compassionate support to customers in challenging situations. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to resolve issues effectively. This role involves onboarding new customers and enhancing the overall service experience. The position operates on UK hours and includes rotational shifts.

Qualifications

• Proven experience in a customer service or support role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to use data for decision-making.
• Problem-solving and conflict resolution skills.
• Strong organizational and time management abilities.
• Ability to work effectively in a fast-paced, dynamic environment.
• Familiarity with relevant regulations and compliance requirements.

Responsibilities

• Support customers to access services easily.
• Take ownership of calls, solving problems effectively.
• Follow up with customers in a timely and empathetic manner.
• Onboard new customers and handle ID verification tasks.
• Build knowledge of services to assist customers effectively.
• Contribute to the development of customer service procedures.

Skills

Excellent Verbal and Written Communication

Customer centric

Excellent listening Skills

Able to work independently and within a team

Goal Orientated

Confidence in decision-making, under pressure

A passion to deliver a first-class customer service

Tools

Customer service software and tools

Job description

Job Description

Job Overview:

We are looking for experienced, passionate advisors who can make a difference by helping our customers when they at their most vulnerable and require support. It is never easy talking about debt, but you will create an atmosphere of compassion with your understanding and clear communication skills. You will have the ability to make a difference by not only delivering an excellent service for customers but look for the right customer outcome each time.

If this sounds like you, this is your chance to shine.

Responsibilities

• We are looking for someone who can support our customers to make sure they can access our services as easily and efficiently as possible.
• You will take full ownership of your calls, solving customers’ problems and providing excellent service
• You will follow up with customers in a timely, empathetic, and transparent way, so good customer service skills and the ability to build strong relationships will be key
• Onboarding new customers and liaising with them for ID verification and other compliance related tasks
• The emails and calls you deal with will range in complexity so you will need to build your knowledge in savings, loans, and procedures so you can offer the best possible assistance
• Implement and enforce best practices to enhance the customer service experience.
• Actively contribute to the development and improvement of customer service procedures.
  
  

The Ideal Candidate Will

This is a high impact role in a fast-growing business and hence the ideal candidate would be someone who has:

• Proven experience in a customer service or support role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to use data for decision-making.
• Problem-solving and conflict resolution skills.
• Knowledge of customer service software and tools.
• Strong organizational and time management abilities.
• Ability to work effectively in a fast-paced, dynamic environment.
• Familiarity with relevant regulations and compliance requirements.
  
  

Strong written and verbal communication skills - can explain complex information in a simple and easy to understand way

Required Skills

• Excellent Verbal and Written Communication
• Customer centric
• Excellent listening Skills
• Able to work independently and within a team
• Goal Orientated
• Confidence in decision-making, under pressure.
• A passion to deliver a first-class customer service.
  
  

Salary Range And Work Times

• Salary to be discussed at the interview stage
• UK Hours and Rotational Shifts
  
  

Core Behaviors

Huntswood a ResultCX company employees have:

A Winning Mindset

Bring You’re “A” Game – Passion is contagious! Work every day like it’s your first day on the job.

Strive for Greater – Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.

Servant Leadership

Enable and Empower all Employees – Our employees are the heart of our success

Do the Right Thing – Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.

Deliver WOW!

Own It – Take personal responsibility for getting things done, find a way.

Deliver Unbelievable Service – Create “WOW” moments for your customers every time.

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