Overview
Customer Service Advisor (Voice) – DLG Jobs in Cape Town, Western Cape, South Africa at CXP are now part of the Huntswood Group
Title: Customer Service Advisor (Voice) – DLG
Company: CXP are now part of the Huntswood Group
Location: Cape Town, Western Cape, South Africa
Job Description
Job Description :
Deliver excellent customer experience on every customer interaction ensuring the customer is assisted timeously in a professional manner in their preferred mode of communication
Job Responsibilities
First contact resolution approach (addressing the customers query/ complaint as far as possible in the same call)
Address the customers reason for calling in a professional and efficient manner.
Use the appropriate scripting to guide the conversation
Accurately capture all client information on the relevant platform
Listen attentively to the customer and ask clarifying questions if appropriate
Identify vulnerable customers and adapt process as per the guidelines, deliver against performance metrics
Ensure the responses to queries, request for information or complaints are specific and addresses the client’s reason for calling.
In the event an appropriate solution cannot be reached, escalate as per the defined process
Create a memorable customers interaction on every call.
Take ownership for the customers experience
Demonstrate empathy in all communication
Exhibit great soft skills throughout your calls.
Provide insights and feedback to your leader on aspects of the customer journey that can be improved on.
Act as a brand ambassador of our client
Know your product, systems and processes well do deliver with confidence the best solution to the customer.
Timeously answer incoming call
Provide individualized service to the customer so that they feel heard and valued throughout the engagement with you.
Job Requirements
Grade 12/NQF4 Qualification
12 months customer service experience (Voice), Recent unbroken service of 1 year
Excellent Verbal Communication
Professional & friendly disposition
Skills Required
Customer Orientated
Excellent communication (Written)
Ability to deal/interact with different customers.
Product Knowledge
Adaptive Approach
Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should align to our 6 Fundamental Values:
Bring Your “A” Game
Strive For Greater
Enable and empower all employees
Do the right thing
Own it
Deliver unbelievable service
“It’s not just about what we do, but the way we do it. And it’s our values that make us special.”
NB: All appointments are subject to the positive outcome of pre-employment verification checks.
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