Customer Support Role
We are a business process outsourcing (BPO) service provider collaborating with organizations worldwide for over 25 years. Our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals.
The Customer Support Agent will provide a broad range of customer support and administrative services to the customer and prospects of our client.
Responsibilities
* Handle high volume inbound & outbound calls, emails and web-chats in an effective and efficient manner.
* Handle customer issues and complaints in a manner that is empathetic, sensitive and confident.
* Deliver consistent performance through adherence to the appropriate processes.
* Analyse moderately complex information and/or unusual situations using a variety of techniques.
* Work within a team to meet and exceed individual/team performance targets including SLA's.
* Demonstrate initiative whilst operating within a team and set high standards of professionalism in all business dealings.
* Analyse, evaluate and complete work in accordance with agreed standards and limits.
* Liaise with other departments as necessary.
Priorities
* Customer Service – Handle calls, emails and web-chats coming into the business and pre-call planning/preparation.
* Administration – Accurately and efficiently handle incoming and outgoing mail in a manner that complies with regulatory requirements.
* Customer Focus – Increase customer satisfaction through the delivery of excellent service.
* People and Workflow Management – Manage own time and priorities and can remain focused, positive and enthusiastic when issues are encountered.
* Colleagues – Work positively as part of a team and in supporting and motivating others to achieve team objectives.
Requirements
* Experience in a customer service role is desirable.
* Experience in a call centre type environment is desirable.
* Work experience in a role with a high priority on data entry accuracy and the requirement to meet strict timelines is desirable.
* Certified in computer basics to ECDL or equivalent level is desirable.