Job Description
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA's). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives customer calls in a call centre environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Impact on the Business
Acquire and update knowledge on procedures on products.
Receive or make calls from or to customers (internal & external).
Provide information to customers based on requests made.
Use Call model effectively and work within Collections MOS Framework
Exhibit ownership of the business.
Customers / Stakeholders
Build rapport with customers.
Ensure that the productivity and quality levels are achieved as per the standards set for the process.
Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to Satisfy the customer.
Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
Delight internal and external customers.
Leadership & Teamwork
Support achievement of team objectives.
Participate in development of cohesive teams.
Foster development of co-workers.
Contribute to the creation of a supportive work environment driven by people centric values.
Build professional relationships with colleagues in other areas.
Operational Effectiveness & Control
Ensure that each call / work is completed in accordance with established procedures and standards.
Identify and escalate potential showstoppers
To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.
Job Requirements
Should have passed the Higher Secondary School examination or the equivalent. Higher qualification not a bar provided aspirations are commensurate with the position
Work experience not essential.
Ability to speak and understand English fluently
Ability to write business letters and reports.
Excellent conversational/ telephone skills.
Ability to learn quickly, retain and transfer knowledge appropriately.
Ability to understand and interpret numeric data.
Flexibility to work in shifts
Ability to build rapport with and relate to a wider range of people.
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