Customer Care Inbound/Updales Agent
🗏Job Type | Full Time |
Key Performance Areas/Key Responsible Areas
Determine the quality of the clients experience
Monitor quality of customer care agents, member interactions
Measure Customer Care Agents Skills i.e. follow scripts, product knowledge, sales and service ability, diction, listening, etiquette, and efficiency.
Contribute to the implementation of quality assurance processes
Identify potential risks
Contribute to action plans
Demonstrate excellent product knowledge.
Perform investigations and ad-hoc projects
Score and complete scorecards for Customer Care Agents daily
Remain current with all processes and procedures
Communicate findings regularly with Supervisor
Recommend improvement opportunities
Prepare, generate and distribute reports, daily
Check that TCF, and other such statutory requirements are met
Any other reasonable requirements expected from management
Required Qualifications
Matric
Required Experience
1 year customer care experience
Required Knowledge and Skills
Customer Care Knowledge
Knowledge of Customer care processes
Knowledge of Customer care auditing concepts and principles
Demonstrable auditing skills
Excellent reporting skills
Good interpersonal skills
Excellent listening skills
Good computer skills
Good organisational skills
Exceptional monitoring skills
Demonstrable data gathering and analysis skills
Desired attributes
Able to prioritise
Patient
Self motivated
Flexible
Attention to detail
Empathetic
Analytical
Performance orientated
Honest, hardworking and humble
Apply Here http://bit.ly/2JP9DNV
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