Overview
Customer Service Agent Jobs in Cape Town, Western Cape at National Debt Advisors
National Debt Advisors is one of the top debt counselling companies in the country. This is a testament to the service we give to clients and the quality of the people we employ. NDA is an equal opportunity employer, committed to fairness, diversity, and creating opportunities for our staff to grow and we are on the hunt for a motivated Customer Service Agent.
The Customer Service Representative is responsible for providing exceptional customer support by addressing inquiries, resolving issues, and ensuring customer satisfaction. Your primary responsibility will be to provide exceptional support and assistance through various channels such as email, chat, social media, and online platforms to onboard and support new and existing clients. Your role will involve understanding customer inquiries, resolving issues, answering questions, and ensuring a positive customer experience.
Performance Requirements:
Respond promptly to customer inquiries on various channels in timely manner.
Maintain high customer satisfaction through personalized interactions.
Ensure consistent brand representation and messaging.
Provide accurate and reliable solutions to customer issues.
Document interactions accurately on all systems.
Key Responsibilities:
Respond promptly to customer inquiries via phone, email, chat, or social media.
Resolve customer complaints and issues, escalating them to the appropriate department when necessary.
Provide detailed information about products, services, or company policies.
Process orders, returns, and exchanges according to company guidelines.
Always maintain a positive and empathetic attitude towards customers.
Document and update customer interactions and transactions in the CRM system.
Follow up with customers to ensure their problems are resolved.
Identify trends in customer issues and report them to management for improvement.
Stay up to date on product knowledge and company updates.
Collaborate with other departments to improve overall customer experience.
Competency Requirements:
2 years of customer service experience.
Strong written communication.
Empathy and positivity while addressing customer concerns.
Problem-solving and effective solution provision.
Proficiency in digital tools, CRM, basic tech troubleshooting a plus.
Quick adaptation to new technologies and processes.
Handle multiple inquiries while maintaining quality and response time
Basic sales understanding for upselling/cross-selling.
Proficient written English, grammar, and spelling.
Diplomacy in managing challenging customer interactions.
Qualification:
Matric certificate or NQF 4 equivalent.
Previous digital customer service experience preferred.
Customer service or digital communication certification is advantageous.
Job Types: Full-time, Permanent
Work Location: In person
Title: Customer Service Agent
Company: National Debt Advisors
Location: Cape Town, Western Cape
Category:
