Sotho Speaking Customer Service Advisor

Surgo PTY Ltd; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking a Sotho Speaking Customer Service Advisor to join their dynamic team in Century City. This role focuses on delivering exceptional customer service and resolving inquiries effectively. The ideal candidate will have a Grade 12 qualification and at least 12 months of inbound call center experience. With a strong emphasis on communication and problem-solving skills, you will play a crucial role in enhancing customer satisfaction while adhering to company policies and standards. If you thrive in a fast-paced environment and are passionate about helping others, this opportunity is perfect for you.

Qualifications

• Minimum 12 months inbound call center experience.
• Fluent in Sotho (Read, Write, Speak).

Responsibilities

• Answer calls and respond to customer requests.
• Identify and resolve customer issues using in-house systems.

Skills

Customer Service

Problem Solving

Communication Skills

MS Office Suite

Adaptability

Education

Grade 12

Tools

CRM Systems

Job description

Our client based in Century City is seeking Sotho Speaking Customer Service Advisor.

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general contract and transactional inquiries.

Experience:

• Minimum of 12 months unbroken inbound call centre experience
• Experience in healthcare, insurance, financial or administration industry and knowledge of relevant legislative environment is highly desirable (advantageous)

Requirements:

• Passed Grade 12
• Fluent in Sotho (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record
• Available immediately
• Fixed Term Contract
• Own transport (Advantage)

Key responsibilities may include, but are not limited to:

• Answer call and respond to customer requests
• Provide customers with product and service information
• Identify, research, and resolve customer issues using the in-house operating system
• Complete call logs and reports
• Assisting irate members and escalate when required to senior agents/team leader
• Ensure own productivity levels are maintained, and quality standards are met at all times
• Performing daily administrative functions and accurately capturing required information to various CRM systems
• Adhere to and support Company policies and practices
• Ensure that cases are reviewed and actioned
• Monitor Average Handling Time in line with standards
• Adhere to work schedule / occupancy and monitoring work flow
• Ensure that SLA is adhered to and cases to be completed in agreed SLA times
• Maintain customer quality according to set standards and business process
• Ensure full compliance to business process, legislation and standard operating processes
• Excellent communicator with all levels in an organisation (verbal and written)
• Solution Driven
• Excellent problem-solving and Accuracy skills
• Self-starter, motivated, takes initiative and can work independently
• Confident in operating in a dynamic environment
• Flexibility and agility
• Ability to adapt to different situations as they arise (adaptive thinking)
• Ability to operate in a team environment
• Ability to prioritise deliverable and work load accordingly (good organisational skills)

Salary and working hours:

• The salary, R9500
• Monday to Friday 08:00 to 17:00

Office Location:

• Century City

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number
LRW88YW6 in subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. YourCV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email [e-mail] .