Customer Service/ Call Centre

Call Centre Agent – Account Services Agent

Full Time

Candidate Responsibilities will include:

  • Receive and process cancellations
  • Handle incoming calls or inquiries from customers who wish to cancel their service
  • Investigate and solve customer’s complaints or queries
  • Provide feedback to customers and ensure the relevant region is updated
  • Keep accurate records of discussions or correspondence with customers
  • Communicate and coordinate with regions
  • Record cancellations, complaints and save offers on customer sat
  • Analyse statistics or other data as required by management

 

Performance Standards

  • Aim for first time resolution
  • Ensure that daily targets are achieved – on quality and quantity
  • Use professional business language at all times (written and verbal)
  • Aim to retain customers
  • Ensure customer satisfaction at all times
  • Take ownership of customer queries
  • Uphold Big 5 principles
  • Follow SOP’s and scripts


Candidate Minimum Requirements:

  • Grade 12 or equivalent
  • Knowledge of customer service principles and practices
  • Knowledge of administrative procedures
  • Knowledge of security industry beneficial

 

Competencies (Technical & Behavioural)

  • Customer focus
  • Understanding others
  • Written communication
  • Listening
  • Drive for results
  • Building effective teams
  • Decision Quality
  • Informing
  • Composure
  • Functional / Technical skills
  • Peer relationships
  • Patience
  • Problem solving