Vanquishcustomer Service Representative

Tp; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading customer service provider in Cape Town is seeking a dedicated Customer Care Agent to deliver exceptional service and support. Candidates should possess relevant experience in financial services and demonstrate excellent communication and problem-solving skills. This role involves addressing customer inquiries, enhancing loyalty, and effectively resolving issues in the consumer electronics sector.

Qualifications

• Minimum of 12-18 months call centre/financial services experience required.
• Experience in a FCA regulated environment is advantageous.
• Experience in banking/insurance financial industries is required.

Responsibilities

• Provide exceptional customer care to the existing customer base.
• Respond and resolve inbound customers' queries related to consumer electronics/appliances.
• Diagnose and resolve first line issues to maximize operational effectiveness.

Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

Job description

Overview

To provide an industry leading, simply brilliant customer experience by professionally and courteously handling all customer contact in compliance with company and client directive.

To actively promote thebrand by providing quality Customer Care at every instance, resolving customer queries whilst also promotingservices in turn stimulating revenue for the business and driving brand NPS.

To handle and resolve day to daycustomer requests received via different channels of communication and as per client guidelines.

Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is acondition of numerous Service Level Agreements with many of our clients that Employees possess acceptablecredit scores and that they have no criminal records throughout their employment tenure with ourCompany. For this reason, employment of any prospective job candidate is subject to the outcome ofsatisfactory references, credit & criminal checks. Shortlisted job applicants will thus be required to sign aconsent form to undergo the afore-mentioned checks as part of our Recruitment process with our registeredservice provider.

Qualifications

• Minimum of 12 months -18 months call Centre / Financial services experience- Required
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in a FCA regulated environment – Advantageous
• Experience in banking / Insurance Financial industries- required
• Customer focused and target driven
• Minimum skills: Process Excellence, Collaboration, Communication, Emotional Intelligence, Open-Mindedness, Critical Thinking, Solution Orientation, Entrepreneurship

Responsibilities

• Providing exceptional Customer Care to the existing customer base. The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providingexcellent Customer Care.
• Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.
• Responding to and resolving inbound customers and colleagues' queries related to consumerelectronics / appliances.
• Also supporting queries to identify, qualify and close new sales opportunities. Understanding customer's reasons for requiring product support, resolving their query effectively andefficiently through remote resolution or if not through further support options per process.
• Striving for First Call Resolution, on every contact. Diagnosing and resolving first line issues. Working closely with Customer Care colleagues to raise service standards through escalating issues andopportunities when necessary to the most appropriate person, developing joint solutions and sharing bestpractice.
• Undertaking other customer administration and product processing activities as necessary to maximizeoperational effectiveness and deal with peaks in demand. Proactively developing your Customer Care skill and knowledge, applying best practice techniques and toolsand demonstrating our clients people expectations to maximize your performance complying with all ourclients required standard of sales / service excellence and best practice, operating effectiveness and legal andregulatory requirements. Providing Taking correct information, asking the right questions, and offer the solutions that leavecustomers' smiling.
• Addressing complaints and objection handling.
• Assess, analyze and troubleshoot customer issues providing resolution to problems.
• Provide technical and troubleshooting support for consumers with electronics / appliances issues.
• Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.

That's why we'll encourage you to be yourself in our fast-moving, fast-growingConsumer electronics business.