Customer Service Consultant for Telesure | onsite JHB
Job Purpose Identify the customer’s main concerns through customer feedback, and ensure effective and efficient capturing of information.
Responsibilities
- Data Collection
- Capture accurate information for others by properly capturing customer responses to the questions posed. All customer complaints to be captured on Respond.
- Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
- Identify any area customers may be unhappy with after the customers’ experience / journey. Use data received from business to conduct interviews
- wisely and do 1st attempt and 2nd attempt on all data unless otherwise specified e.g boosters. Exclude policies which need to be excluded and make clear notes on raw data for next person to catch up.
- Performance Management
- Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.
- Data Management
- Support others by working on a variety of data management tasks. Ensure data is inputted correctly and ensure data integrity.
- Customer Service
- Carry out standard customer service activities and conduct telephonic inte views with customers. Improve customer’s journey by guiding them through the root causes of customer complaints by making recommendations or provide relevant feedback to the stakeholders involved.
- Establish rapport with clients by respecting individuality of client, and dealing with complaints in a fair and reasonable manner by complying with service level agreements and quality standards.
- Ensure that business objectives and personal delivery aligns to and meets the TSW principles.
- Continuous Improvement
- Contribute to reviewing existing operations in own area of work and find new ways of generating efficiencies and effectiveness across business / department.
- Stakeholder Engagement
- Effectively build, maintain and enhance relationships with internal and external stakeholders.
- Once complaints have been identified, notify key relevant stakeholder on trends identified.
- Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 1 (Advantageous) (Required)
Experience 2 or more years customer service experience (Essential); 1 year call centre experience (Advantageous).
