ZAF French CSA

EdUpStairs; Cape Town; Remote; ZAR 296,000 - 494,000; Full time

Job summary

EdUpStairs invites applications for a Customer Service Agent to act as the first point of contact for clients. The role focuses on quality customer care, matching customer needs to suitable products and services, and achieving KPIs.

The position requires Matric and 6 months call centre experience is advantageous. You will handle inquiries across voice, chat, email and social media, while maintaining professional and positive interactions.

Qualifications

• Matric required; 6 months call centre experience advantageous.
• Experience in handling customer queries via multiple channels.
• Strong communication and interpersonal skills mandatory.

Responsibilities

• Receives and makes customer contacts through voice calls, chat, email and social media, delivering a first class service.
• Uses customer experience skills to resolve queries with exceptional service.
• Resolves complaints by taking ownership and providing solutions through appropriate channels.
• Completes data capture and logs with high accuracy.
• Escalates complex cases as needed.
• Identifies customer requirements and proactively delivers solutions.
• Promotes brand values and product knowledge during interactions.
• Keeps up-to-date with campaign/account information and product changes.
• Manages personal attendance, holidays, sickness and lateness.
• Adheres to governance and regulatory requirements relevant to the role.
• Contributes to continuous improvement in customer experience.

Skills

Customer service

Multichannel support

Communication skills

Education

Matric

Job description

As the first point of contact for our client's valued customers , our Customer Service Agents ensure the highest of quality standards are delivered at all times whilst developing customer loyalty and providing an exceptional customer experience. They provide outstanding customer care, matching the needs of the customer to the appropriate products and services. Customer Service Agents will be expected to meet and exceed Key Performance Indicators and targets as appropriate for the line of business they support, whilst continually demonstrating the Teleperformance Mission and our values in every customer interaction.

Qualifications

Main Job Requirements

Education and Specific Training

Work Experience Matric Minimum of 6 months call Centre experience- Advantageous Previous Customer service experience

Responsibilities

• Receives and makes customer contacts through various channels (including but not limited to voice calls, chat, email, and social media) and provides a first class service representing Teleperformance and our clients in a professional and polite manner
• Uses a range of customer experience and interpersonal skills to deal with customer queries delivering an exceptional service in every interaction
• Resolves customer complaints by taking ownership of the situation, utilizing the appropriate communication channels and internal company/client systems to provide a solution and acceptable outcome
• Completes any data capture and customer notes logs to a highly accurate level
• Escalates complex customer cases appropriately where required
• Quickly and efficiently identifies customer requirements and proactively delivers solutions
• Applies discretion and delivers timely judgments with the primary goal of resolving the customer's problem and ensuring the retention of a satisfied customer
• Embraces training, coaching and development to become a knowledge expert in terms of the client's products and services, effectively promoting brand values to customers
• Keeps abreast of any changes to campaign/account information and takes every opportunity to increase campaign knowledge
• Manages and takes ownership of own performance with the use of Monthly Balanced Performance Scorecards and applies every effort to meet and exceed Key Performance Indicators (KPIs), Sales and Performance targets
• Ensures that a great customer experience is at the heart of everything they deliver
• Job Constantly looks for possible improvements in the customer experience and raises ideas on All Ideas Matter platform
• Manages own attendance effectively including, holiday entitlement, sickness and lateness
• Adheres to all company and/or industry governance and regulation principles relevant to my role, including but not limited to the FCA Conduct rules and other regulatory requirements
• Conducts themselves in such a manner which embraces diversity and respect for others, and engages colleagues, managers and work in a positive way
• Other duties as assigned.

FULL TIME Remote OK MonetaryAmount - USD - Array