Temporary /On Call Outbound Customer Services Representative

Description

Purpose of the Position:
To create a readily available pool of temps to step in an assist when required,
To actively engage in outbound calls to new, existing and disconnected customer with the intention to proactively retain subscribers and minimize churn.
To cross-sell, upsell, add-ons sell and recommend product upgrades, reconnections and survey disconnected customers

Responsibilities

• Contact 110 successful customers, attempt 260 clients per day
• Maintain 80% QA score
• Answer inquiries by clarifying and providing desired information
• Provide excellent customer service
• Apply innovative solutions to various type of concerns / complaints
• Maintain a professional attitude in challenging situation
• Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries
• Fulfil customer requests by clarifying information, completing transactions and forwarding requests, as may be required
• Troubleshoot and resolve customers problems with our product by determining the cause of the problem, then follow through with resolution
• Achieve and maintain proficiency with our escalation matrixes
• Maintain up-to-date database by reconfirming and updating customer details at every interaction (DBC)

Requirements

A minimum of 25 points in grade 12,
Professional communication skills, written and verbal
Computer literate, numerical aptitude, and willingness to learn new skills
Passionate about customers and service delivery
Proficient in English (Proficient in any local language added advantage)
Customer service orientated 9Tele sales skills added advantage

Behavioral Competencies
Problem Solving
Flexibility/Adaptability
Target /Deadline driven
Team Player

Closing date: 07 March 2024