Customer Care Representative

Essential duties

• Drive a professional internal and external Customer Focused culture within the business area and the organisation.
• Establish and maintain key customer relationships through effective communication.
• In a customer centric manner, respond to information requests and find solutions to resolve queries. Complete end-to-end case management, ideally on a first call resolution basis. Respond to difficult customer queries and if unable to resolve, seek support from the Team Leader.
• Receive and respond to information in an omnichannel environment (i.e., phone, email, and social media) tailoring the communication approach to various channels and customers
• Prioritise and complete allocated work
• Operate a large variety of systems, adjusting work sequence and or ither variables to improve efficiency and provide excellent customer experiences
• Development of personal; capabilities by engaging in existing and informal learning opportunities
• Demonstrated ability to meet and exceed customer satisfaction targets as what is prescribed.
• Demonstrated understanding of product being supported.
• Ability to adequately use the required e-mail, database any other required tools specific to the supported product set.
• Demonstrated excellent written and verbal communication skills
• Demonstrated ability to type accurately and efficiently.
• Active listening and good comprehension skills
• Proficient with phone and email system – Ability to log into and utilize the Vendor phone and email system sufficient to meet the service level requirements.

Qualifications   

• Diploma or bachelor’s degree in relevant field is strongly recommended. Otherwise, any other basic degree or diploma
• Customer facing and complaint handling experience.
• Contact Centre Experience required
• Demonstrate strong communications skills in English language
• Excellent communicator with a pro-active approach and with a “Can do” mentality.
• Delivery and solutions focused.
• Microsoft Outlook, Word, Excel Intermediate level of expertise