Job Summary
To provide superior service to internal and external customers via all contact channels and all media.
Duties And Responsibilities
Duties and Responsibilities:
1. Quality of Service
• Offer solutions to client issues and concerns via all contact channels and all media e.g. trouble shooting with technical queries
2. Productivity of Service
• Log in to ADT systems on time and for full shift duration
• Maintain schedule adherence
• Aim for first time contact resolution
3. Business Intelligence management
• Note details of all customer interactions on applicable systems
4. Customer Database management
• Action and update all customer requests on Listener
• Proactively maintain customer data
5. Escalation of Client issues and concerns
• Escalate Issues and Concerns appropriately, utilising correct business processes and systems
• Take ownership of escalated queries, ensuring resolution and follow up with customers
6. Knowledge Management
• Stay abreast of all changes and additions to knowledge base
Qualifications And Experience
QUALIFICATION & EXPERIENCE:
• Matric or relevant qualification
• Customer Service experience in a Call Centre environment would be advantageous
• Computer literacy essential (MS Word, Excel, Outlook, Listener)
How To Apply
To apply click on the view more information button below.
