Contact Centre Advisor Market Related - South Africa
The Individual Touch
To provide an exceptional and professional customer service experience including to perform to the best of your abilities all duties and responsibilities as reasonably assigned to you. Managing inbound and outbound calls within the Service Level Agreement (SLA) Responding in a timely manner to client mails and / or chats (internal and external) Logging cases / tickets for customers (internal and external) on the Case Management System (CMS) and manage the relevant cases / tickets within the SLA Accepting ownership for effectively solving customer issues, complaints and enquiries; keeping customers updated on the progress of the cases where applicable Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR) Escalating cases to other departments if FCR cannot be done during FLT Working with third party vendors – logging cases, ensuring timely feedback and escalating outstanding cases to vendor / internal teams Ensuring that everything is recorded on the CMS (what FLT was done, what the next step is, uploading mails, job cards etc.) Adhering to processes and procedures pertaining to your role and daily functions Working shifts and overtime based on the rotational roster Matric essential 12 months Contact Centre and / or Client Services experience. Contact Centre qualification (Advantageous) Must be willing to work rotational shifts (including some weekends and public holidays). High level of interpersonal skills. Able to function well as part of a team. Excellent verbal and written communication. Must be able to describe and explain steps telephonically. Diligent, accurate and high attention to detail. Excellent customer service skills. Motivated, positive, can -do attitude and approach. Have a professional and personable demeanor. Adhere to processes and procedures. Able to work well under pressure. Computer literate (Intermediate).
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