Customer Service Representative

Digital Solutions Group; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading digital services company in Cape Town requires a Customer Service Agent to manage customer enquiries and complaints professionally. Candidates must have good communication and problem-solving skills, with experience in a contact center environment. The role includes maintaining service level targets and providing assistance regarding products and services.

Qualifications

• Experience in managing customer enquiries and complaints.
• Understanding of customer service best practices.
• Ability to meet defined service level targets.

Responsibilities

• Manage and action assigned customer enquiries and complaints.
• Maintain day-to-day delivery in line with key performance targets.
• Assist customers with product and service-related questions.

Skills

Customer service orientation

Communication skills

Problem-solving

Ability to work in a contact center

Job description

PRIMARY PURPOSE OF THE JOB

Manage and action assigned customer enquiries and complaints in a professional manner whilst remaining aligned to the customer centric delivery in accordance with defined service level targets.

With the guidance of the Team Leader, be required to action all voice, email, social media and web enquiries and complaints.

KEY PERFORMANCE AREAS (KPAs) 2.1 DELIVERABLE - PERFORMANCE MANAGEMENT SERVICE LEVEL TARGETS

As a Customer Service Agent, you are required to maintain day‑to‑day delivery, in line with key performance targets and adhere to the prescribed schedule and rosters while actioning escalations.

Daily, weekly and monthly call management when on shift to ensure maintenance of service target levels, which are to exceed 80% or an average speed of answer of 20 seconds; daily, weekly and monthly required action to ensure service target level delivery of case logging which are to be logged within 1 hour from receipt of calls or via email; daily, weekly and monthly required action to ensure service target level delivery for case resolution rates, which are to exceed 95%; daily, weekly and monthly action to ensure service target level delivery of call and data quality through coaching, which is to exceed 90%; daily, weekly and monthly feedback on key indicators which include:

• Average Talk Time: compliance with an average of 3 minutes
• Call Answer Management: compliance with an average of 95% to be answered
• Break Times: compliance with a total of 1 hour per shift per day

Daily, weekly and monthly required action to ensure performance and customer service delivery remains in line with client requirements and defined case management workflow processes.

OTHER ROLE SPECIFIC REQUIREMENTS

Assists customers by answering product and service related questions; suggesting information about other products and services.

Managing relevant loyalty program information.

Maintains customer records by updating case information.

Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.

Good knowledge and understanding of customer services; working experience within a contact centre environment; maintain client relationships and remain professional in all activities relating to the customer experience division.