Customer Service Agent

· Identify and understand customer needs to consistently provide a high quality service.

· Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries in a timely and effective manner.

· Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.

· Provide accurate information on products and services to clients to ensure consistency across the organization.

· Promote and cross-sell the UK client’s products and services to complement existing products (where applicable) and enhance customer experience and loyalty.

· Operate customer related information systems to maintain and secure records.

· Contribute to the success of the team and the business by achieving personal targets.

· Adhere to the company and department standards, policies and procedures.

· Grade 12 / Matric

· Minimum of 6 months call center experience in a service environment

· UK call center experience advantageous

Required Skills:

· Computer literacy

· Proficient in MS Word, Email and good typing speed

· Neutral accent with excellent verbal and written English communication skills

Competencies:

· Customer service orientation

· Results driven

· Quality focus

· Ability to work under pressure

· Ability to adapt to constant changes

· Ability to work in teams

· Empathetic