Customer Care Representative

Essential duties

• Drive a professional internal and external Customer Focused culture within the business area and the organisation.


• Establish and maintain key customer relationships through effective communication.


• In a customer centric manner, respond to information requests and find solutions to resolve queries. Complete end-to-end case management, ideally on a first call resolution basis. Respond to difficult customer queries and if unable to resolve, seek support from the Team Leader.


• Receive and respond to information in an omnichannel environment (i.e., phone, email, and social media) tailoring the communication approach to various channels and customers


• Prioritise and complete allocated work


• Operate a large variety of systems, adjusting work sequence and or ither variables to improve efficiency and provide excellent customer experiences


• Development of personal; capabilities by engaging in existing and informal learning opportunities


• Supports, accepts, and aids in the implementation of continuous improvement in the Customer Care Centre environment

Qualifications

• Diploma or bachelor’s degree in relevant field is strongly recommended. Otherwise, any other basic degree or diploma


• Customer facing and complaint handling experience.


• Contact Centre Experience required 


•  Demonstrate strong communications skills in English language 


• Excellent communicator with a pro-active approach and with a “Can do” mentality.


• Delivery and solutions focused.


• Microsoft Outlook, Word, Excel Intermediate level of expertise