Description:
Prerequisites
· Matric/ Grade 12 Equivalent/ Grade 11
· Minimum 3-6 months customer service-related experience
· Prior contact center, support, or related experience preferred.
· Display strong Customer Service skills-empathy and patience is key when dealing with different customers.
· Computer literate with the ability to multitask.
· Proficient internet navigation skills
· Neutral accent
· Flexible Availability
· 25 WPM on onboarding Typing assessment.
· Minimum proficiency of B2 on verbal CEFR SpeechAce assessment.
· Minimum proficiency of B2 on written CEFR assessment.
Competencies
· Good communication skills and the ability to communicate at all levels and an excellent command of the required language.
· Active listening skills
· Highly conversational and empathetic
· Understanding of service principles and practices
· Problem solving skills and the ability to trouble shoot.
· Positive and efficient when working under pressure.
· Adaptability and high emotional resilience.
· Logical thinking, target driven and enthusiastic whilst maintaining professionalism and empathy.
· Attention to detail and pro-active ensuring all legislative and compliance requirements are covered for each call.
· Adept at multitasking, managing customer records, and navigating multiple systems simultaneously.
· Skilled in leveraging revenue per interaction strategies to maximize profitability.
· Proficient with Windows operating systems and general technology.
· Operates with discretion, professionalism, and a strong sense of urgency during every interaction.
· Demonstrates confidence in providing resolutions to complex situations.
· Flexible availability to meet customer and business needs.
· Adaptable to change and enthusiastic about learning new tools, products, and processes.
· Consistent and confirmed availability to operate during required hours throughout the hours of operation.
· Strong analytical functions, including auditory comprehension, problem-solving, pattern recognition, & troubleshooting.