Temporary/On-Call Outbound Customer Services Representative

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