Temporary/On-Call Outbound Customer Services Representative

Africa Personnel Services - windhoek, namibia

19 days ago

Description

Are you passionate about customer service and looking for a flexible, on-call position? We are recruiting for a client seeking dedicated and dynamic individuals to join their team as Temporary/On-call Outbound Customer Services Representatives.

Purpose of the Position:

  • Create a readily available pool of temps to assist as required
  • Actively engage in outbound calls to new, existing, and disconnected customers with the intention to proactively retain subscribers and minimize churn
  • Cross-sell, upsell, add-on sell, recommend product upgrades, reconnections, and survey disconnected customers

Responsibilities:

  • Contact 110 successful customers and attempt 260 clients per day
  • Maintain an 80% QA score
  • Answer inquiries by clarifying and providing desired information
  • Provide excellent customer service
  • Apply innovative solutions to various types of concerns/complaints
  • Maintain a professional attitude in challenging situations
  • Identify customer queries, explore answers and alternative solutions, implement solutions, and escalate unresolved queries
  • Fulfill customer requests by clarifying information, completing transactions, and forwarding requests as 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 matrices
  • Maintain an 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, both written and verbal
  • Computer literate, numerical aptitude, and willingness to learn new skills
  • Passionate about customers and service delivery
  • Proficient in English (Proficiency in any local language is an added advantage)
  • Customer service oriented (Tele-sales skills are an added advantage)

Behavioral Competencies:

  • Problem Solving
  • Flexibility/Adaptability
  • Target/Deadline driven
  • Team Player

CLOSING DATE: 11 JULY 2024

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