Customer Service Agent

Motor Industry Bargaining Council; Cape Town; On-site; ZAR 150,000 - 190,000; Full time

Job summary

Motor Industry Bargaining Council in Cape Town CBD is seeking a Customer Service Agent to handle inquiries, phone contact, and assist walk-in clients. You will conduct preliminary investigations and liaise with relevant parties to resolve complaints, ensuring service levels align with the organization’s mission.

The role requires diplomatic, assertive communication under pressure, ability to work independently and as part of a team, and strong relationships with stakeholders including members,

Qualifications

• Ability to withstand pressure and provide above-average service.
• Diplomatic and assertive with customers/clients at all times.
• Able to resolve customer problems through informed decisions.
• Capable of independent work and problem solving.
• Build strong relationships with stakeholders and internal teams.
• Appropriate interpersonal style to achieve tasks.
• Team player who meets supervisor objectives.
• Meticulous in carrying out tasks and instructions.
• Good interpersonal and telephone etiquette.

Responsibilities

• Logs and tracks all enquiries and complaints on the system (first line of support).
• Handles all general and specific telephonic contact.
• Assist walk-in clients.
• Conduct preliminary investigations.
• Liaises with relevant parties to resolve complaints.
• Provides customer services to members, establishments, service providers and parties via telephonic and other contact methods.
• Manage office petty cash, stationery and office consumables.
• Supervise the temporary staff.
• Compile and submit attendance register and time sheet.
• Assist Designated Agent with admin work.
• Ensure service levels and performance align with the MIBCO mission and vision.

Skills

Under pressure

Diplomacy

Problem solving

Independent worker

Relationship building

Interpersonal skills

Team player

Attention to detail

Telephone etiquette

Job description

• Logs and tracks all enquiries and complaints on the system (first line of support).
• Handles all general and specific telephonic contact.
• Assist walk-in clients
• Conducts preliminary investigations.
• Liaises with relevant parties to resolve complaints.
• Provides customer services to members, establishments, service providers and parties via telephonic and other customer contact methods.
• Manage office petty cash, stationery and office consumables
• Supervise the temporary staff
• Compile and submit attendance register and time sheet
• Assist Designated Agent with admin work
• Ensures service levels and performance is maintained in terms of the national Mibco Mission, Vision and Statement.

Knowledge / Experience / Skills / Abilities

• Ability to withstand pressure and provide the clients/customers with above average services
• Must at all times be diplomatic and assertive with customers/clients
• Ability to overcome obstacles, make informed decisions and resolve customer problems
• Ability to work independently and use initiative along with problem solving abilities
• Ability to build strong effective relationships with all stakeholders, i.e. existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management
• Adopt appropriate interpersonal style in achieving task accomplishment, modifying behavior according to tasks and individuals involved
• Must be a good team player and achieve objectives as set out by supervisor
• Must be meticulous in carrying out tasks/instructions etc.
• Must have interpersonal and telephone etiquette skills

Customer Service Agent Cape Town CBD, ZA